Precise Brick Paving, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

I reviewed this complaint with Dr. Caputo.  This patient has been seeing Dr. Caputo for over 5 years.  He refers to him as Dr. Puchato in the complaint.  Also, I am the administrator of the practice.  The patient never discussed this issue with me.  He most likely discussed...

it with one of our front desk reception personnel, or he spoke with one of the insurance coordinators, not the office manager as stated in his complaint.  None of our personnel would tell any patient that we didn’t care if he left the practice and pulled his family as well.  We don’t operate like that.  This dental practice has been in business for more than 60 years and we pride ourselves in being accommodating with tremendous patient care.  I have been the practice administrator for the past 4 years.  We have not received any Revdex.com complaints, at least of which I am aware. Our general office policy is to collect all co-payments prior to service.  We take the time to get major services like bridges, crowns, etc. pre-authorized, so we have a pretty good idea what the insurance company will pay and what the patient is responsible for.  The dental industry, similar to seeing a medical doctor, has been collecting co-payments up front for quite some time.  This is not an uncommon practice. In addition, the dental industry experiences quite a few failed appointments and cancellations.  All supplies, etc., particularly for crowns and bridges are ordered in advance of the procedure.  A failed appointment for larger procedures like this are costly to the practice and the doctor.  The amount of the co-payments are communicated to the patients in the form of a written estimate well in advance of the procedure so the patient knows what has to be paid the date of service. The patient doesn’t just find out the date of service what they need to pay. In addition,  Dr. Caputo and the patient have been discussing the need for this particular treatment all the way back to 2013.  The treatment referred to in the complaint was supposed to happen back in March of 2017, but was initially discussed as far back as 2013. I am not an expert on flexible health spending plans, but my understanding is that the patient will be reimbursed from the Flex plan by submitting the appropriate correspondence to the plan administrator with receipts of what was paid by the patient.  This doesn’t happen automatically through a claim made by us through the patient’s insurance.  Our expectation of payment up front for the co-pay should not affect the patient’s ability to be reimbursed by his flex plan. I hope this explanation helps.  Please let me know what the next steps are for us to resolve this matter. Best Regards,  [redacted]
AdministratorCudahy Dental [email protected]