Re/Max Realty Centre

[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 as Answered]
Complaint: ***
I am rejecting this response because: Despite what they say I was given a specific time frame at the beginning of treatment, I even discussed the short time frame estimated in the office and was told it was because her problem was not severeI brought up the latex in question and whatever they used that day gave her the irritation and I spoke to them about it then which they apologized and and remarked her chart, as for the elastics they gave her the wrong ones had the wrong ones in her mouth when she complained to me about the pain and irritation I had her remove them and looked at the package finding out they were latex immediately called the office which apologized and did offer to send out non-latex replacements via mail which they did but obviously she couldn't wear them until we received themThe contract for payment was explained that it would be paid for over the course of the treatment which again was estimated at months never was months spoken about, yes it was state insurance which has no bearing on anything, it was not my failure to reapply they simply stated we didn't qualify any longer but we had no other coverage or options at the time and that being said her treatment was finished not even one month after her coverage ended and it was not her fault or mineI also have a copy of the contract as far as charges are concerned the original contract was for $in total and I was informed by the office staff that the insurance company was paying $something monthly which roughly equals $and if that would make us responsible for anything it would only be the $that would not have been paid as yet, I actually have a call in to the insurance company so that they can let me know what was paid to the claimI have tried since January to speak with this office in reference to this problem and until I filed this claim which is the day someone finally tried to call back to me and act like this had never been discussedMy daughter had one office visit after her coverage endedWhy it was felt necessary to mention what type of coverage we had at the time is irrelevant in fact that is a breech of HIPPAAnother example of this offices practices
Regards,
*** ***

June 24, 2016Dear *** ***,It has been brought to my attention, that in the light of our response to this client’s initial complaint, she has sent a rebuttal, complaining of other issues, which had never previously been brought to our attentionThe client claims that we gave her daughter’s treatment an estimate of monthsOur standard estimates range from to 1/to years.No such specific estimate is ever given to any patient, as we do not know ahead how the patient will respond to treatmentAll clinical response is individualTherefore, as a policy, we refrain for giving such exact estimatesFurthermore, this patient was covered by a state covered insurance plan, which divides payments over a month periodThe patient was made aware that the payment plan is spread over monthsTherefore, by ending eligibility early, she lost insurance coverageShe was months into treatment, which still left months of payments to be covered by her insuranceAccording to her contract, any funds not covered by insurance, in the event of loss of coverage, becomes the responsibility of the Responsible partyDue to the fact that she discontinued coverage before the end of treatment, we could no longer bill her insurance company at the end of treatmentBecause billing takes place on a monthly basis, and she did not inform us about the discontinuation of insurance coverage, we found this out after we completed treatment, when we received a no-pay Explanation of BenefitsBy all standards, the months in treatment is by no means a delay in treatmentIt is true that this patient was rescheduled by us one time, at which time she was given an appointment within daysShe also missed two appointmentsIt is also true that we were operating on a reduced schedule in the location of the patient’s choice, which was due to the fact that our patient base was reduced, and we had plans to close that location.All our patients were notified of this fact one year in advanceThe patient was given appointmentsShe missed those two appointments, and we rescheduled those to the best of our abilityShe also had the option to come to our other location, if she required more flexibilityI acknowledge that on one occasion, the clinician gave the patient latex elasticsThe error was remediated three days later, and the patient was given non-latex elasticsWe made the appropriate apology, and the clinician received specific training, to avoid future errorsHowever, the client accepted the apology, and was satisfied at the time that we remedied the situationAs per the alegation that the clinician used latex gloves, causing a rash on the pateint’s face, I want to inform you that we do not have latex gloves in the practice whatsoeverWe only cary chloroprene or vinyl gloves in the practice, due to the fact I, myself an allergic to latex and canot tolerate latex gloves.In summary: The patient received complete orthodontic treatment, and the practice needs to be paid for services renderedThe patient’s insurance would have covered her care in full, had there not been a lapse in coverageThe parent/this client was negligent in renewing the insurance coverageBoth the Insurance Approval Letter, and the Contract signed with our practice state clearly that if the insurance coverage lapses, the client is responsible for the balance.Had the client voiced any concerns about clinical expertise or the way her daughter was treated, we would have handled them immediatelyHowever, all these complaints have surfaced after we informed her of a balance duePlease draw your own conclusions as to the validity of her complaint.Sincerely,Teodora B., DMD

[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 as Answered]
Complaint: ***
I am rejecting this response because: Despite what they say I was given a specific time frame at the beginning of treatment, I even discussed the short time frame estimated in the office and was told it was because her problem was not severeI brought up the latex in question and whatever they used that day gave her the irritation and I spoke to them about it then which they apologized and and remarked her chart, as for the elastics they gave her the wrong ones had the wrong ones in her mouth when she complained to me about the pain and irritation I had her remove them and looked at the package finding out they were latex immediately called the office which apologized and did offer to send out non-latex replacements via mail which they did but obviously she couldn't wear them until we received themThe contract for payment was explained that it would be paid for over the course of the treatment which again was estimated at months never was months spoken about, yes it was state insurance which has no bearing on anything, it was not my failure to reapply they simply stated we didn't qualify any longer but we had no other coverage or options at the time and that being said her treatment was finished not even one month after her coverage ended and it was not her fault or mineI also have a copy of the contract as far as charges are concerned the original contract was for $in total and I was informed by the office staff that the insurance company was paying $something monthly which roughly equals $and if that would make us responsible for anything it would only be the $that would not have been paid as yet, I actually have a call in to the insurance company so that they can let me know what was paid to the claimI have tried since January to speak with this office in reference to this problem and until I filed this claim which is the day someone finally tried to call back to me and act like this had never been discussedMy daughter had one office visit after her coverage endedWhy it was felt necessary to mention what type of coverage we had at the time is irrelevant in fact that is a breech of HIPPAAnother example of this offices practices
Regards,
*** ***

June 24, 2016Dear *** ***,It has been brought to my attention, that in the light of our response to this client’s initial complaint, she has sent a rebuttal, complaining of other issues, which had never previously been brought to our attentionThe client claims that we gave her daughter’s treatment an estimate of monthsOur standard estimates range from to 1/to years.No such specific estimate is ever given to any patient, as we do not know ahead how the patient will respond to treatmentAll clinical response is individualTherefore, as a policy, we refrain for giving such exact estimatesFurthermore, this patient was covered by a state covered insurance plan, which divides payments over a month periodThe patient was made aware that the payment plan is spread over monthsTherefore, by ending eligibility early, she lost insurance coverageShe was months into treatment, which still left months of payments to be covered by her insuranceAccording to her contract, any funds not covered by insurance, in the event of loss of coverage, becomes the responsibility of the Responsible partyDue to the fact that she discontinued coverage before the end of treatment, we could no longer bill her insurance company at the end of treatmentBecause billing takes place on a monthly basis, and she did not inform us about the discontinuation of insurance coverage, we found this out after we completed treatment, when we received a no-pay Explanation of BenefitsBy all standards, the months in treatment is by no means a delay in treatmentIt is true that this patient was rescheduled by us one time, at which time she was given an appointment within daysShe also missed two appointmentsIt is also true that we were operating on a reduced schedule in the location of the patient’s choice, which was due to the fact that our patient base was reduced, and we had plans to close that location.All our patients were notified of this fact one year in advanceThe patient was given appointmentsShe missed those two appointments, and we rescheduled those to the best of our abilityShe also had the option to come to our other location, if she required more flexibilityI acknowledge that on one occasion, the clinician gave the patient latex elasticsThe error was remediated three days later, and the patient was given non-latex elasticsWe made the appropriate apology, and the clinician received specific training, to avoid future errorsHowever, the client accepted the apology, and was satisfied at the time that we remedied the situationAs per the alegation that the clinician used latex gloves, causing a rash on the pateint’s face, I want to inform you that we do not have latex gloves in the practice whatsoeverWe only cary chloroprene or vinyl gloves in the practice, due to the fact I, myself an allergic to latex and canot tolerate latex gloves.In summary: The patient received complete orthodontic treatment, and the practice needs to be paid for services renderedThe patient’s insurance would have covered her care in full, had there not been a lapse in coverageThe parent/this client was negligent in renewing the insurance coverageBoth the Insurance Approval Letter, and the Contract signed with our practice state clearly that if the insurance coverage lapses, the client is responsible for the balance.Had the client voiced any concerns about clinical expertise or the way her daughter was treated, we would have handled them immediatelyHowever, all these complaints have surfaced after we informed her of a balance duePlease draw your own conclusions as to the validity of her complaint.Sincerely,Teodora B., DMD