Rocky Mount Smilemakers

Prior to my visit I contacted the office to inquire my expected expenses on my first visit. The office had all the information about the plan. The office informed me that it was all 100% covered. This office knew my concerns due to financially situations and never once suggested I speak to my plan provider. They were certain I was 100% covered and never gave me any indication on possible services I could be billed for. I received a bill in the mail after my visit. I plan to pay the amount billed, but I do feel that the office "[redacted]" wasn't as pleasant or informative in addressing my concerns about the bill as they were about me visiting for the first time. I contacted the office upon receiving the bill and I was told by "[redacted]" Bitewings are covered on most plans, but my plan did not cover it and they had no way of knowing this. This was carelessness on the office part I gave the office the opportunity to educate me and they failed to do so. I hung up with the Dentist office and contacted my provider. My provider did not confirm what "[redacted]" stated on my first call. My Provider stated the Dentist office completed Bitewings which are 100% covered and individual film which is not. When I spoke with "[redacted]" on my initial call she never mentioned the individual film... So.... Here is another loop hole that indicates to me that this office mislead their explanation of the bill. I called "[redacted]" back and she then went more in detail and frankly she was very rude about addressing my concerns never once showing empathy in addressing my concerns. She talked over me and made smart remarks stating they have never had the issue with other customers. The comments she made was irrelevant to my concerns. She should've been offering my options on repaying and using her soft skills and better choice words in addressing my concerns. I asked to speak with Dr. [redacted] and she denied my request. She stated Dr. [redacted] does not take phone calls. Desired SettlementPer [redacted], I was told that Ms. [redacted] does not take phone calls and she will only receice my letter of complaint, therefore I hope to receive appropiate acknowledgement of my complaint by Dr. [redacted]. Business Response Contact Phone: [redacted]Contact Email: [redacted]I am sorry this situation has reached you. The patient is incorrect. Patient scheduled for a first time visit 7/15/14. We received a fax from her insurance indicating preventative was covered at 100%. All of her visit was covered 100%, however her particular policy applied the two maxillary anterior films to her deductible. This is not in the fax and we have no way of knowing. Most insurances do cover this. It has never been an issue here before and quite frankly really surprises me. All other patients understand that it is their particular policy. Not something we have done. Patient never once indicated her financial concerns to us....why would she? There was no carelessness with this office. We are not rude to any patient. I tried to explain to patient to go over her EOB's, but I don't think the patient understood. Bottom line is patient is angry she has a bill. She has a bill because of her insurance policy. Not because we mis-informed her or mis-filed. WE file insurance as a courtesy for patients. Most dental offices no longer file because of this very situation and make patients pay up front. I notice the patient didn't tell you that she didn't want me to speak until I heard her out. Which I did. I tried to explain the situation .... NEVER with a bad tone or rudeness. Patient also hung up on me when I asked her to hear me out. This is how things get blown out of proportion when anger or not understanding things fully is involved. This office does not involve the doctor in non-dental issues to keep stress off her. I was not rude and there were several people up front with me when the conversations took place that can attest to that. It truly is ashame things of this nature happen. Please call or e-mail if you need further information. Thank you. Consumer Response My complaint stands. This person was and still is very rude in addressing the complaint. Very condescending, to say the least. My complaint wasn't that I don't want to pay my outstanding cost that is due to the office. My complaint is the level of customer service I received as a consumer/client planning to receive care from this office. The story continues to change-- I'm completely baffled by this response from this person. If I questioned the office about my expenses that is an indication of financial problems. I also explained my issue to the office hygienist and the dentist I saw. I'm only writing my complaint letter that I was instructed to write since this person refused to allow me to speak to the Manager/Doctor. The only correct response to my complaint would've been a simple apology and for the doctor to know of my complaint with this person. That's it! Thank you! Final Business Response After reading the patient's write-up, I am absolutely shocked. I make it my personal goal to never be rude to a patient or staff. You can in turn ask ANY patient. I am sorry that this patient felt she did not receive professional service, but that is simply not true and I have people that heard all conversations that can prove it. This really saddens me. I hope she finds the dental office that can make her happy. Thank you for efforts in this matter.