Northwest Endodontics

We appreciate the opportunity to respond to this complaint.  This individual threatened to report us to the Revdex.com if we continued to pursue the collection of his debt to us, so we are grateful that our side can be presented as his reporting is obviously a vindictive effort to threaten us with...

slander and libel and not a genuine effort to protect the public.  His complaint appears to be that he owes us money, he refuses to pay it, refuses to communicate with us, and we have the audacity to try to collect.   We are confident that we are a responsible and ethical business as this is the first complaint of this nature we have had in 10 years of operation.  
We are a fee for service speciality dental practice.  We deliver a highly specialized service and receive payment directly from patients.  We are not, and have never been, contracted with any insurance company.   We work for patients and not for insurance companies.  This is not a unique business model in dental speciality practice but is often different than what some patients are accustomed.   Because of this we are exceptionally clear in our presentation of fees and payment.   We are completely transparent in our choice not to participate in any insurance plans and have never been deceptive or "sneaky".  It is stated on our website, it is presented on initial phone calls to our office,  it is explained at check in,  at fee presentation, and at collection.  In spite of this individuals claims of ignorance,  we have very clear documentation that he was presented his financial obligations and that he consented to treatment on his own accord.
This dentist office waited until AFTER my dental procedure had begun to notify me that they were not a participating provider under my dental insurance. 
He was given a copy of our policies to read and review and sign upon arriving at our office and there are multiple financial discussions before any procedure is initiated.  These forms are very concise and easy to read.   The financial policy simply says :
Because of the unique nature of our practice and the specialized kinds of cases we treat, we do not accept insurance in lieu of payment.  We will assist you, to the best of our ability, to maximize your insurance benefits.  As a courtesy, we will process your insurance claim paperwork on your behalf.  You will be reimbursed directly from your insurance company for your eligible portion of your treatment fees.  Payment for your treatment is due at the time the services are rendered.
If, at any time, you have questions regarding treatment fees or services, please discuss them with us promptly and frankly.  We will make every effort to avoid a misunderstanding, to rectify an injustice, or to preserve a friendship.
This is the entirety of the financial policy and this statement is not buried in lengthy text. 
We have documentation of this individuals signature which is time stamped and shows this is well before treatment.  
They quickly had me sign some paperwork on my way back to the front, right after which they told me that I would not be getting full benefits under my insurance.
There is nothing quick or rushed on our part.   We take this presentation of consents very seriously because of the nature of what we do.  He was welcome to take all the time he needed to review these very simple and concise documents.  His signature signifies his understanding and consent.   We have had numerous patients who have elected to see an in network provider after reading this very same document so we are confident it is clear and easily understood.  We are also available to answer any questions at this time.  He also states here that we did tell him insurance would not cover the costs in our office.   This conversation happens before treatment is initiated and treatment was rendered over multiple appointments. 
He did receive full benefit of his insurance.  It just did not cover our fees.   He was also presented fees and given financial options prior to starting.  We have various options.  This individual elected to pay half at the initiation of treatment, and was made aware that payment was due in full at completion and that his insurance company would pay him.  This conversation and agreement is documented and he paid half on that day.  He returned at a different date to complete weeks laters but could not be safely treated because of his health and he had to be rescheduled.  This rescheduling increases our cost significantly but we do not change our presented fees as we are patient centered and not business oriented. He returned weeks after that and treatment was completed.   When he checked out he decided that he was not going to pay his remaining balance as agreed.   He would not communicate how he intended to pay his balance, and refused to make any agreement for payment.   He just walked out-  committing theft of services.  
During a phone conversation days later he stated he would send in payment when he got paid by his insurance. This was never our agreement and he failed to follow through with this arrangement when he was paid.
 By then it was too late to look for another dentist that did participate with my ins company!
It was not too late- as mentioned patients have elected to see another office at this time.   He also could have only completed emergency treatment with our office and had definitive care completed somewhere else which would have reduced his financial obligation in our office.  He had weeks and weeks to find different options if he found our financial policy unacceptable to him.  He chose to complete treatment and then inform us he wasn’t going to pay after the service was delivered.  
 My insurance would have normally covered 80% of the cost of my root canal prodedure but this office did NOT warn me that with them, the benefits would be GREATLY reduced (several hundreds more out of my pocket).
Actually not 80% of the cost but 80% of the negotiated fee as determined by his employer and his plan.  We are not privy to the amount of this fee and this individual is responsible for knowing the limitations of his plan.  He was clearly informed that fees presented for our services are his responsibility and are not dependent on the constraints of his dental benefits.
 I have already paid them $1,100 and I offered to pay them no more than I would have been responsible for through a participating office. 
The presented cost of treatment was $1810.  There was no discussion about discounting our fees.   The fees were presented,  the services were delivered, and he is responsible for the balance.  
They say I still have a balance and they have threatened to take me to court over this!
There is no disputing there is an $805 balance which is his responsibility to pay.  We will pursue the legal collection of this debt which may involve court and are also proceeding with criminal charges for theft of service.   He could avoid all of this by simply paying what he owes.
 Had they been ethical and told me up front (before the root canal treatment started), I would have left that office and looked for another dental office.
He was welcome to do this at any time.  He was also welcome to pursue many various options for payment but has not been willing to communicate with our office.   
 This is not fair to me as a patient! This office is being sneaky by trapping us into getting our business and then forcing us to pay full price
At this time this patient has received $1810 in services.  He has paid $1005 and been reimbursed by his insurance company $905  so he is out of pocket $100.  Although patients often have the misconception that the fee they pay is all profit, it is expensive to deliver this service.  Our cost of delivering this service exceeds the amount we have been paid and we are currently operating at a loss.   This seems unfair to us,  as it is not our obligation to provide services and health care while losing money.
I wonder how many other patients they have done this to! 
We have never had this problem with any patient we have ever treated.  We are a responsible and ethical practice - we delivered a service, we clearly presented our fees, and have tried to make arrangements for payment.   This individual’s refusal to pay what is due to us, and his anger that we are actually trying to collect the debt,  should not tarnish our reputation.