O'Gara Orthodontics

I called Dr. O'Gara's office in June of 2014 for a July 9th 2014 appointment because my retainers were causing me some issues. It was at my scheduling time that I asked the receptionist, an unfriendly and very cold woman, which insurances were accepted and if their office also accepted [redacted]. She explained to me that my office fee of $95 would be waived if I in fact needed new retainers and that [redacted] would cover up to $500 of my retainers and other office charges but after that I would have to pay any other charges out of pocket. However, if I found that I would not need new retainers then I would just need to pay the office fee of $95, of which she said I could pay with my [redacted] card. So, I made the appointment thinking that I would be able to pay any and all of my charges, no matter what, with my [redacted] Card. However, when my appointment day came, the situation was quite different. I did not need new retainers so I tried to pay with my [redacted] Card but suddenly the information which was given to me over the phone had suddenly changed. It turns out that the minimum charge at this particular office is $1,000 and they don't bill the insurance until after you've paid your $95 office visit fee, information which WAS NOT DISCLOSED to me over the phone. However, the rude receptionist claimed that she had explained this over the phone with me the same morning of my appointment (I had called to double check that I could definitely pay with my [redacted] and that my insurance was in fact accepted). She was rude during that phone call as well. Due to poor communication on their part, I was DEMANDED AND FORCED to pay with another form of payment, even though I expressed that I did not have the $95 because I was told that I could pay with my [redacted] card. I asked for my records and expressed that I was unhappy with the receptionists and their inconsiderate and poor customer service, upon which they DENIED ME MY RECORDS AND TOLD ME THAT I WOULD HAVE TO PAY FOR THEMDesired SettlementI would like a refund of $95 and would also like my records FOR FREE, of which I was denied and was not even offered a copy. I have been going to [redacted] O'Gara for my orthodontic work for 13 years and I am very sad that he is losing me as his client due to rude, cold, inaccurate and unfriendly customer service due to his receptionist staff. Final Consumer Response Dr. O'Gara called me personally and my complaint was resolved. I will continue being a patient of his. Please record this complaint as closed with a positive outcome. Thank you!