Penn Dental Medicine Care Network - Penn Dental at University City

June 3, We are in receipt of complaint ID [redacted] We regret that any client of the University Of Pennsylvania School Of Dental Medicine is not satisfied with any facet of their careIt is surprising to receive this complaint since our records indicate that on May 15, the patient had agreed to pay the balance during a conversation with the patient advocateThe facts of the Case are as follows:-On November 22, the client contacted the school for an emergency appointmentThe patient was given an appointment the following morning at 7:am to assess the problem, On November 23, the patient presented for an emergency appointment to evaluate the problemAn emergency exam, panoramic film, and a single tooth x-ray were taken to diagnose the patientIt is our practice to examine patients and take appropriate x-rays to properly diagnose a patients dental issueThis is especially important in this clients case since she was not a patient receiving continuous comprehensive carePrior to the November 23, visit the last visit was September 12, -After the exam and x-rays were performed the client was referred to see one of our oral surgeons to extract the tooth that was determined to be the cause of her painIt is not clear as to why the extraction did not take place that day-The total charge of $was billed to the patient for the services rendered and received -Subsequently the patient was sent four consecutive monthly billing statements on January 12, 2012, February 11, 2012, March 9, 2012, and April 12, We have no record that the client responded in any mannerSo the account was referred to a collection agency on May 9, -Our records indicated that on November 2, the client contacted us about the bill for the first timeThe account was already in collectionsAt that time the client initially expressed her dissatisfaction roughly one year after the serviceThe client was directed to contact our patient advocateThere is no record of the client follow up, -No further contact is documented until April of Again the client was referred to contact the patient advocate-On April 14, 2014, the client contacted the patient advocate who responded with an initial response that stated we would review her complaint-On May 15, the patient advocate communicated via phone the results of her review, The charges were valid and as previously mentioned the client agreed to pay during the conversationIn addition to our attempts to resolve the matter, [redacted] has written two letters and attempted ten phone contacts with no response until April In summary, while we respect that the client is dissatisfied, the balance has been Verified and validAs a courtesy to the patient the School of Dental Medicine will agree to pay the collection charge of $in return for full payment of the remaining balance of $for services rendered

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:*** *** took the time to pull up my records, but he should of also spoken with *** *** and read notes regarding my accountI've been complaining about this bill for yearsI can't help that my hand written letter was misplaced or lost by your staff after I dropped it off at the lobby reception/customer service in early months of But what is clear, is my reason for not being seen by the dentistIt is the reason why I insist that I should owe nothing The fact *** *** says he doesn't know why I wasn't seen lets me know he didn't thoroughly go over my information or complaint within the companies recordsHe responded saying he does not know why I was not seen by a dentist while at my emergency dentist appointmentThis is the main point of my arguement and complaint with the dental schoolMy emergency dental appointment was scheduled for Nov-23-11, the day before Thanksgiving holidayBecause the holiday was the next day someone in charge allowed all of the dentist to leave early for the day before seeing the last patient (me)I was the last to be called out of the ten other people in the waiting roomI then got x-rays of my teeth and was seated in a back hallway to wait for the next available dentist chairI waited and waited Then an employee came into the hallway and told me "Sorry all the dentist went home early because Thanksgiving is tomorrow.". I thought the whole situation that day was very unprofessionalYou don't allow staff to leave without seeing the last patientThe X-rays they took were absolutely worthless and unneeded without immediate treatment This is unethical! And poor business practice to say the least.
I've spoken to Elaine Koch about this issue as well, and also conveyed details such as all the dentist left early because Thanksgiving was the next dayI'm just asking the dental school to be fairOther facts:
Me and another handicap person were the last two people out ten to be calledWe weren't late or the last ones in....just the last to be called to the backI think it was because we were injured and the other parients waiting weren'tI was using a walker for mobility at the time and had a broken footI was there for hours with no treatment doneI was not late for my appointment5. The dentist left early without seeing me or pulling my tooth or at least doing something to release my painI have an excellent payment record with the dental school And never had any outstanding balances I paid on the spot with my debit cardIn fact on one occassion, they over charged me and had to send me a refund check.
This item is on my credit report and scheduled to stay till (What I want the most out of this is to have this removed immediately)
After speaking with *** *** an she insisting that I owe for the xrays...I tried to compromise and offered to just pay the bill to make this entire stressful situation that I've been dealing with making calls ectgo away right nowBut ONLY if the dental school and collections company promised to remove it off my credit reportWhy should I and my credit have to suffer till 2018? The billing department said they don't have control over this and the collections company said the sameHowever I know that they can remove it with the right authorization from the right person at Upenn dental and a collections managerNow that *** has more details, perhaps we can reach a compromiseI'll be waiting for his responseAnd welcome phone calls and lettersMy contact info is the same
Regards,
*** ***

------- Forwarded message ----------From: *** *** Date: Mon, Jul 7, at 10:AMSubject: Complaint # ***To: "***"
Dear *** ***
I am in receipt of the above listed complaint
Penn Dental Medicine will provide a final letter regarding this complaint by July 31, Please advise if you need anything further, in the meantime
Best Regards,
*** *** M.S
Patient Advocate, Clinical Affairs
Penn School of Dental Medicine
South 40th Street
Philadelphia, PA
Phone: ###-###-####
Fax: ###-###-####
***

June 3, 2014
We are in receipt of complaint ID [redacted]. We regret that any client of the University Of Pennsylvania School Of Dental Medicine is not satisfied with any facet of their care. It is surprising to receive this complaint since our records indicate that on May 15, 2014 the...

patient had agreed to pay the balance during a conversation with the patient advocateThe facts of the Case are as follows:-On November 22, 2011 the client contacted the school for an emergency appointment. The patient was given an appointment the following morning at 7:30 am to assess the problem,
On November 23, 2011 the patient presented for an emergency appointment to evaluate the problem. An emergency exam, panoramic film, and a single tooth x-ray were taken to diagnose the patient. It is our practice to examine patients and take appropriate x-rays to properly diagnose a patients dental issue. This is especially important in this clients case since she was not a patient receiving continuous comprehensive care. Prior to the November 23, 2011 visit the last visit was September 12, 2008.
-After the exam and x-rays were performed the client was referred to see one of our oral surgeons to extract the tooth that was determined to be the cause of her pain. It is not clear as to why the extraction did not take place that day.
-The total charge of $125.00 was billed to the patient for the services rendered and received.
 -Subsequently the patient was sent four consecutive monthly billing statements on January 12, 2012, February 11, 2012, March 9, 2012, and April 12, 2012. We have no record that the client responded in any manner. So the account was referred to a collection agency on May 9, 2012.
-Our records indicated that on November 2, 2012 the client contacted us about the bill for the first time. The account was already in collections. At that time the client initially expressed her dissatisfaction roughly one year after the service. The client was directed to contact our patient advocate. There is no record of the client follow up,
-No further contact is documented until April of 2014. Again the client was referred to contact the patient advocate.
-On April 14, 2014, the client contacted the patient advocate who responded with an initial response that stated we would review her complaint.
-On May 15, 2014 the patient advocate communicated via phone the results of her review, The charges were valid and as previously mentioned the client agreed to pay during the conversation.
In addition to our attempts to resolve the matter, [redacted] has written two letters and attempted ten phone contacts with no response until April 2014.
In summary, while we respect that the client is dissatisfied, the balance has been Verified and valid. As a courtesy to the patient the School of Dental Medicine will agree to pay the collection charge of $42.50 in return for full payment of the remaining balance of $120.00 for services rendered.

Review: I went for an emergency appointment at Penn Dental School. My tooth was in alot of pain and I needed it pulled or worked on as the pain was unbearable. It was the day before Thanksgiving. I was the last out of the 10 patients in the waiting room to be called to the back. They took xrays and then put me in a hallway to await my turn with the dentist. An employee came to the hallway to tell me all the dentist had left early for the day and that there was no one to work on my tooth. I was there a total of 4 hours. I had to leave there and drive to another urgent dental care place to be seen and have my tooth pulled. I had to pay for the second place to pull my tooth and do xrays. Unfortunately UPenn dental school also wants me to pay $163.00 for xrays and being seen, even though I was not seen and the xrays were useless without a dentist to fix my tooth issue. I have written two letters (left one hand written at the front desk and mailed one) and spoken to the patient advocate [redacted] (###-###-####)(I had to call everyday for over a week in April before she returned my call). She insists that I could of used the dental xrays at a later time at Upenn. I explained I already completed all my dental work with Upenn in 2008 with excellent payment record(even was over charged and received a check refund)and I only needed the xrays that day for the emergency treatment that they failed to give me. They have reported this item on my credit report.Desired Settlement: I would like them to do what is ethically right. I came in for an emergency appointment and the dentist left early so I never got any treatment. So no money should be due. I would like them to completely remove the only balance I have with them for the amount of $163.00 and also have the collection company stop calling me and remove item off of my credit report.

And I tried reasoning with the patient Advocate [redacted] (###-###-####) by giving her an example. I said, "If she were to drive to pepboys and ask for an oil change and they put her car on the lift and realize they dont have the right type of oil and lower the car and charge her anyway, what would she think and or do?" That is the position they put me in.

Please help me make this go away. Thanks

Business

Response:

June 3, 2014We are in receipt of complaint ID [redacted]. We regret that any client of the University Of Pennsylvania School Of Dental Medicine is not satisfied with any facet of their care. It is surprising to receive this complaint since our records indicate that on May 15, 2014 the patient had agreed to pay the balance during a conversation with the patient advocateThe facts of the Case are as follows:-On November 22, 2011 the client contacted the school for an emergency appointment. The patient was given an appointment the following morning at 7:30 am to assess the problem,On November 23, 2011 the patient presented for an emergency appointment to evaluate the problem. An emergency exam, panoramic film, and a single tooth x-ray were taken to diagnose the patient. It is our practice to examine patients and take appropriate x-rays to properly diagnose a patients dental issue. This is especially important in this clients case since she was not a patient receiving continuous comprehensive care. Prior to the November 23, 2011 visit the last visit was September 12, 2008.-After the exam and x-rays were performed the client was referred to see one of our oral surgeons to extract the tooth that was determined to be the cause of her pain. It is not clear as to why the extraction did not take place that day.-The total charge of $125.00 was billed to the patient for the services rendered and received. -Subsequently the patient was sent four consecutive monthly billing statements on January 12, 2012, February 11, 2012, March 9, 2012, and April 12, 2012. We have no record that the client responded in any manner. So the account was referred to a collection agency on May 9, 2012.-Our records indicated that on November 2, 2012 the client contacted us about the bill for the first time. The account was already in collections. At that time the client initially expressed her dissatisfaction roughly one year after the service. The client was directed to contact our patient advocate. There is no record of the client follow up,-No further contact is documented until April of 2014. Again the client was referred to contact the patient advocate.-On April 14, 2014, the client contacted the patient advocate who responded with an initial response that stated we would review her complaint.-On May 15, 2014 the patient advocate communicated via phone the results of her review, The charges were valid and as previously mentioned the client agreed to pay during the conversation.In addition to our attempts to resolve the matter, [redacted] has written two letters and attempted ten phone contacts with no response until April 2014.In summary, while we respect that the client is dissatisfied, the balance has been Verified and valid. As a courtesy to the patient the School of Dental Medicine will agree to pay the collection charge of $42.50 in return for full payment of the remaining balance of $120.00 for services rendered.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

[redacted] took the time to pull up my records, but he should of also spoken with [redacted] and read notes regarding my account. I've been complaining about this bill for years. I can't help that my hand written letter was misplaced or lost by your staff after I dropped it off at the lobby reception/customer service in early months of 2012.But what is clear, is my reason for not being seen by the dentist. It is the reason why I insist that I should owe nothing. The fact [redacted] says he doesn't know why I wasn't seen lets me know he didn't thoroughly go over my information or complaint within the companies records.