Riverview Dental Care, LLC

To whom it may concern,The family of claimant #*** came to our office and received excellent dental careOur friendly staff took care of them by taking time to make them feel welcome, finding out what they wanted long term for their teeth, explaining any diagnosis and treatment options and
providing that treatment in a most outstanding wayThey even expressed to us how much they enjoyed coming to our office.Most patients here know they are choosing the highest quality service and do not expect to pay only what their insurance coversWe have verified that their insurance company sent them an Explanation of Benefits (EOB) dated 2/3/17, which explained the coverage of their first visitMany of our patients call to reconcile their accounts when they receive their copy of the EOB because it shows them what they owe our office.We are not the insurance companyWe do not guarantee payment in full by the insurance, on our estimates or verballyWe informed them of the full cost of treatment for their children prior to scheduling the appointments and offered a pre-payment savings, which they declinedAs a convenience to this family we filed their insurance for themOur software did make a rough estimate, based on the group name of the employer, which always has a disclaimer stating that is only an estimate.Unfortunately, the group name of the employer was present in our software from previous patients, but there had been a change in the group numberWe did not catch this when we entered this family's insurance informationWe used the group name instead of the group numberThis was an error our partIt certainly was not intentional and it is an easy mistake to makeIn fact, we filed it with the correct group name, but wrong group number and it is a small enough mistake to make that the insurance company still processed the claimsWhen we entered the payments from the insurance company we still did not know of the changeSo, for the next appointment the computer generated a "rough estimate" based on the old numberAgain, we do not guarantee insurance payment amounts.This claimant's argument is that they did not know from the first appointment that they owed a difference because we did not send them a bill promptly enough, however, they were sent the EOB the same day it was sent to us The EOB says on it what they owed.We do not always send out statement monthlyWe know that patients received their EOBs directly from their insurance companies, and we would rather have those conversations in personIt was an error not to collect the difference on April 7thWe did not intentionally withhold their balance that day, one of our staff simply made a mistake by not collecting it.In short, we provided outstanding care for this familyThis is what we are known forWe never guarantee payment in full by insuranceWe only make an estimate based on the group nameWe offered them an additional discount of $on top of the $we had written off based on the insurance agreementThese patients knew from their own insurance statement date 2/3/that they had a remaining balance from the first appointmentThey knew that they had additional balances with each subsequent insurance statement.We regret that this family does not value the excellent care they were provided, and that they said they are insulted by the additional discount we offeredWe regret that we did not collect the difference soonerLate billing does not warrant the amount of discount these patients demandedThey stated that if they did not get the discount they wanted they would write a letter to the Revdex.comWe had addressed the issue as soon as we recognized the error, offered a generous discount for the late billing, and therefore felt that this use of the Revdex.com to leverage a greater discount was unethical.We will continue to provide outstanding service to our patients and to this communityOut billing will be more timely after this interaction, and we thank the claimants for their feedbackWe hope the best for them.Kanoa W***, D.D.Sand staff