Reorganization Management Group

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ Contact Name and Title: Greg [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @mahoneydds.com We apologize for any misunderstandings created in our officeOur clinical staff is trained not to discuss fees with patients unless a treatment plan has been presented that would explicitly state our feesIf you believe you were quoted $and were actually charged $273, we understand your frustration and would like to work that out with you While you visited our office, the doctor who conducted your comprehensive exam created your treatment plan, but please note it was also verified by Dr [redacted] It is your decision to seek other treatment opinions from other doctors, but please keep in mind we speak from over years of experience and stand behind all our treatment We understand that an exam and x-rays may not appear to be a great deal of work, but you also received a treatment plan that has over years of experience behind it to assure your careOur staff spent nearly minutes creating a diagnosis and treatment solution for you and we stand behind all our treatment recommendationsIf you select our office for treatment, please know you would be in great careIf you choose another dentist, we would be happy to send the x-rays you paid for to that dentist The debit card presented to our office for payment was charged one time for $No second attempt or additional charges to the debit card were made OFFER: The $is the actual rate for the services we provided to you in our office, but we are willing to refund you the difference between the $and the $you believe you were quotedThis would be a $refundWe will also supply any x-rays taken in our office to you so you may give those to another doctor of your choosing Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept but I must have your word any xrays I ask for can I actually ask for them? I'm not saying Mahoney's isn't a bad place but when one of the ladies that did the xrays and sheets should have never quoted us $and I also didn't appreciate the way I had a follow up call with BrittanyShe was very rude and said you gotta have it done right away!

Initial Business Response / [redacted] (1000, 6, 2015/08/03) */ Contact Name and Title: Greg [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @mahoneydds.com It was brought to my attention that the patient has filed a dispute for services rendered at our office on March 30, The patient commented that the work provided at our office was not done properlyThrough our review of the patient's treatment, the crown was completed properlyThe doctor has performed thousands of crowns through thirty years of practicing dentistry and explains the sensitivity the patient experienced as a common occurrence for some patientsThis sensitivity is usually resolved within ten days of treatment According to our chart notes, we spoke with the patient on April 29, during a follphone call after the final restoration was placedIn that call, the patient explained that she no longer was experiencing any discomfort The patient was seen in our office on June 23, for discomfort with the tooth that was most recently crowned (#29)X-rays indicated a dying nerve in that tooth, and the doctor recommended root canal therapyPatient explained she did not trust the diagnosis because in a previous tooth that required root canal therapy she experienced a great deal of pain but did not feel the extreme level of pain in the #tooth The discomfort the patient most recently has experienced, is related to the nerve dying and the need for root canal therapyThe placement of the crown did not cause the condition requiring the treatment of root canal therapy as the patient suggestsThe initial diagnosis made by the doctor in our practice found decay on tooth #under an existing restoration conducted by a previous dental practiceBacteria in the mouth can cause the infection surrounding the nerve and cause the issue the patient is currently experiencingThis is a separate and unrelated issue for which the patient has requested a refund We believe the reason this dispute was related to comments the patient made on June 23, in our officeAccording to our notes, when the doctor explained she would need an extraction or a root canal on tooth #29, the patient explained she had just bought a new car and did not want another monthly paymentShe chose not to schedule for a root canal or an extraction at that timeIt is our belief that this dispute was created to claim a refund for the crown so she would be able to pay for future services required without additional financing The flipper/cosmetic partial denture the patient has experienced discomfort with was placed by the dentist after the extraction of a posterior tooth and the removal of a dental bridgeAny time a flipper is placed for cosmetic reasons immediately after the surgical removal of a tooth, it may rub the gum tissueThe temporary prosthetic sits on the gum tissue and can cause discomfort, especially after an extractionThe gum tissue may also change shape in the absence of the tooth extracted, increasing the possibility for the temporary prosthetic to rub the tissue After the patient contacted our office to explain the discomfort, she was seen in the office to make the necessary adjustmentsThis adjustment process is customary with the placement of oral prosthetics and is unavoidable due to the extraction of the tooth, the changing of the gum tissue, and the new prosthetic resting on the gumsThe doctor educated the patient when she requested the flipper that due to the posterior location, the patient would not need the flipper; however, the patient insisted on having the prosthetic In online reviews posted by the patient rated her overall experience with our office as 5/- highly satisfiedShe also a provided a 5/- highly satisfied score for the, "Was your provider sensitive to your needs?" question Our last conversation with the patient was on July 9, 2015, despite efforts to contact herWe have not been able to speak with the patient, as she requested us not to call her at work or on her mobile deviceMultiple messages have been left on her answering machine at homeShe has not called us during business hours to discuss this dispute The patient also filed a billing dispute with the financing company used to pay for her servicesThe information provided in this letter was also provided to the financing company as the practice's response to the possibility of a charge-back of the funds paid by the patientThe financing company has since closed the dispute, finding no reason the practice should be charged-back for the services provided to the patient The dental practice maintains that the services were conducted properly and that the placement of the crown did not cause the patient's later need for a root canalThe work that has been completed is clinically sound and does not warrant a refund OFFER: If the patient would like to seek a second opinion regarding the need for and cause of her condition requiring root canal therapy she may certainly do soOur doctor stands behind his diagnosis and would gladly speak with another dentist concerning his or her opinion

Initial Business Response /* (1000, 5, 2015/09/17) */
Contact Name and Title: Greg [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@mahoneydds.com
We apologize for any misunderstandings created in our office. Our clinical staff is trained not to discuss fees with patients unless a...

treatment plan has been presented that would explicitly state our fees. If you believe you were quoted $220 and were actually charged $273, we understand your frustration and would like to work that out with you.
While you visited our office, the doctor who conducted your comprehensive exam created your treatment plan, but please note it was also verified by Dr. [redacted]. It is your decision to seek other treatment opinions from other doctors, but please keep in mind we speak from over 30 years of experience and stand behind all our treatment.
We understand that an exam and x-rays may not appear to be a great deal of work, but you also received a treatment plan that has over 30 years of experience behind it to assure your care. Our staff spent nearly 90 minutes creating a diagnosis and treatment solution for you and we stand behind all our treatment recommendations. If you select our office for treatment, please know you would be in great care. If you choose another dentist, we would be happy to send the x-rays you paid for to that dentist.
The debit card presented to our office for payment was charged one time for $273. No second attempt or additional charges to the debit card were made.
OFFER:
The $273 is the actual rate for the services we provided to you in our office, but we are willing to refund you the difference between the $273 and the $220 you believe you were quoted. This would be a $53 refund. We will also supply any x-rays taken in our office to you so you may give those to another doctor of your choosing.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept but I must have your word any xrays I ask for can I actually ask for them? I'm not saying Mahoney's isn't a bad place but when one of the ladies that did the xrays and sheets should have never quoted us $220 and I also didn't appreciate the way I had a follow up call with Brittany. She was very rude and said you gotta have it done right away!

Initial Business Response /* (1000, 6, 2015/08/03) */
Contact Name and Title: Greg [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@mahoneydds.com
It was brought to my attention that the patient has filed a dispute for services rendered at our office on March 30, 2015.
The patient...

commented that the work provided at our office was not done properly. Through our review of the patient's treatment, the crown was completed properly. The doctor has performed thousands of crowns through thirty years of practicing dentistry and explains the sensitivity the patient experienced as a common occurrence for some patients. This sensitivity is usually resolved within ten days of treatment.
According to our chart notes, we spoke with the patient on April 29, 2015 during a follow-up phone call after the final restoration was placed. In that call, the patient explained that she no longer was experiencing any discomfort.
The patient was seen in our office on June 23, 2015 for discomfort with the tooth that was most recently crowned (#29). X-rays indicated a dying nerve in that tooth, and the doctor recommended root canal therapy. Patient explained she did not trust the diagnosis because in a previous tooth that required root canal therapy she experienced a great deal of pain but did not feel the extreme level of pain in the #29 tooth.
The discomfort the patient most recently has experienced, is related to the nerve dying and the need for root canal therapy. The placement of the crown did not cause the condition requiring the treatment of root canal therapy as the patient suggests. The initial diagnosis made by the doctor in our practice found decay on tooth #29 under an existing restoration conducted by a previous dental practice. Bacteria in the mouth can cause the infection surrounding the nerve and cause the issue the patient is currently experiencing. This is a separate and unrelated issue for which the patient has requested a refund.
We believe the reason this dispute was related to comments the patient made on June 23, 2015 in our office. According to our notes, when the doctor explained she would need an extraction or a root canal on tooth #29, the patient explained she had just bought a new car and did not want another monthly payment. She chose not to schedule for a root canal or an extraction at that time. It is our belief that this dispute was created to claim a refund for the crown so she would be able to pay for future services required without additional financing.
The flipper/cosmetic partial denture the patient has experienced discomfort with was placed by the dentist after the extraction of a posterior tooth and the removal of a dental bridge. Any time a flipper is placed for cosmetic reasons immediately after the surgical removal of a tooth, it may rub the gum tissue. The temporary prosthetic sits on the gum tissue and can cause discomfort, especially after an extraction. The gum tissue may also change shape in the absence of the tooth extracted, increasing the possibility for the temporary prosthetic to rub the tissue.
After the patient contacted our office to explain the discomfort, she was seen in the office to make the necessary adjustments. This adjustment process is customary with the placement of oral prosthetics and is unavoidable due to the extraction of the tooth, the changing of the gum tissue, and the new prosthetic resting on the gums. The doctor educated the patient when she requested the flipper that due to the posterior location, the patient would not need the flipper; however, the patient insisted on having the prosthetic.
In online reviews posted by the patient rated her overall experience with our office as 5/5 - highly satisfied. She also a provided a 5/5 - highly satisfied score for the, "Was your provider sensitive to your needs?" question.
Our last conversation with the patient was on July 9, 2015, despite efforts to contact her. We have not been able to speak with the patient, as she requested us not to call her at work or on her mobile device. Multiple messages have been left on her answering machine at home. She has not called us during business hours to discuss this dispute.
The patient also filed a billing dispute with the financing company used to pay for her services. The information provided in this letter was also provided to the financing company as the practice's response to the possibility of a charge-back of the funds paid by the patient. The financing company has since closed the dispute, finding no reason the practice should be charged-back for the services provided to the patient.
The dental practice maintains that the services were conducted properly and that the placement of the crown did not cause the patient's later need for a root canal. The work that has been completed is clinically sound and does not warrant a refund.
OFFER:
If the patient would like to seek a second opinion regarding the need for and cause of her condition requiring root canal therapy she may certainly do so. Our doctor stands behind his diagnosis and would gladly speak with another dentist concerning his or her opinion.