Nicolas Cosmetic Dental Center

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Complaint: ***
I am rejecting this response because:
Regards,
*** ***
First of allthe main complaint, I CALLED the office over and over again, regarding the bill, NOT ONCE getting a call back, finally I get an EMAIL in response to my PHONE callI wanted to know about calling in or online credit card payments, I was told payment options are on my bill that was sent outIt's rude enough that I happen to come across an email response to my numerous voice messages, your response should have been, here are our hours, you can call our billing deptthen and we can set something upNot telling me to look at my bill, the bill that does not have hours listed for calling in the payment, didn't notice that until the next bill that came with more late charges on it because I couldn't get a straight answers to my questions or replies to my phone callsFinally, after more calls I talked to an actual person in billing, sent up payments over the phone, the next month, no payment came out of my account, calls later, there was a mistake on there end and I wasn't set up for auto paymentsSo that was fixedSecondI was given a wave fee offer if payments were started, the payments that I couldn't get through to the office to start, the reply, "Oh I'm sorry about that", and I'm paying penalties for late charges because I finally get an worthless email in response to many phone callsI got call backs after I left the message that I was contacting Revdex.com, not once before thatAlso in your letter you want to keep going back to how happy my husband was with the patch job you did to hold him off until he could get to his dentist later that week, sure there was no complaint about the workNot once was the work mentioned in my 1st letterthis is about how horribly frustrating the whole experience was trying to pay a bill

March 13, Dear Sir/madam,I am very sorry to hear that *** *** had a bad experience with our billing departmentWe take patients feedback very seriously and try to improve our practice with constructive feedbackWe are constantly making sure that all our Patients
leave our office completely happy and satisfiedThat is why I am responding to this matter personally and will be available for any further questions.*** *** came in for an emergency consult at our Office on July 8th We try not to make the patients wait for all insurance validations etcespecially if they are emergency patients so that we can attend to them ASAPTherefore we took his insurance card and information and gave him immediate treatmentAfter performing the dental work to the patient's satisfaction we then submitted the claim to ***’s insurance company for the services that were performed.Based on the type of insurance each patient has different coverage, they either have a deductible or certain percentage is covered by their insurance and certain part is supposed to be covered by the patientThe Patient is responsible for the amount that the insurance does not coverThe claim process takes anywhere from 4-weeks and the final bill is sent to the patient after the claim is closedWe do this to help patients get the exact bill that they are responsible forWe try to help the patients as much as we can to work with their insurance company on their behalf.***’s insurance claim payment came in on 09/22/and the claim was closed*** was then billed for the remaining portion of the billSince our next billing cycle ran on 10/22/the first bill went out to *** on that dateWe have proof of communication with the insurance company in a timely manner and can provide if neededWe also have proof of billing cycles completedWe did not hear back from *** for several monthsEvery month with the billing cycle runs we sent out bills to our patientsOver day has a late fee charge that gets charged every missed billing cycleFor patients who have not made their payments till days we start sending them to collectionsWe repeatedly mailed bills every single billing cycle and did not get any payment from ***We finally heard from *** on 11/30/and she requested to set up a payment plan as she was unable to pay the balance.Our office accepts all major methods of payment which include Credit Cards, Personal Checks, Cash and Care credit payment planWe try to work with the patients who are delinquent in their payments to offer them a convenient payment planOur company offers this so that the patient is able to pick the most convenient method of payment that works for themWe only expect that if our office is not delaying treatment and is doing our best to serve the patients ASAP that they also return the favor by making payments on timeI believe most of our patients including *** go back home satisfied and happy with the treatment.As a courtesy we did not send *** to collections and also waived off the late feesWe normally do not save patient’s credit card info unless they have authorized us to do thatTherefore we do not have any saved credit card informationWe do this to make sure our patient’s credit information is safeWe received the first installment from *** over the phone on 11/30/After making the first installment payment *** called us on a non working day to make the next installment paymentOur office working days and hours are clearly mentioned on our websiteWe responded to her call on our first business day after the callShe authorized us to save her credit card info for future payment and we did that for herPlease note no billing charge was charged during this timeWe also sent them a copy of the EOB which came from his insurance over the email as well as via regular mailWe have saved copies of all our communication with every patientHer second Payment was deducted on 02/01/and third on 03/01/Her remaining balance is $and will be deducted on 04/01/and 05/01/2014.Please note if *** chooses to she can make her final payments using any mentioned mechanisms that we offer at her convenienceAgain we apologize for any inconvenience that ***and *** might have gone through however we have only tried our best to work with them so that they are comfortable making arrangements for the Dental work that they got at our office