Roller & Johnson Family Dentistry

Review: The business manager verified insurance and said radiographs will be covered under insurance. Upon their word, the radiographs were taken. Insurance said that the radiographs will not be covered and the dentist's office is charging us $155.00. This was their fault and they will not comp or even give us a small discount. On top of that they are condescending and rude. They say that it is our fault however they need to realize that the only reason the radiographs were taken is due to their improper verification of insurance. What happened to customer service? Denistry is extremely inflated. A digital radiograph does not cost the dentist anything. They should own up to their mistakes! In my business, if I told someone that it was covered, it should be covered. In addition, I guess they are not concerned about losing patients. When I told the dentist she was losing two patients she said, "Well, that's okay"!Desired Settlement: The business has a responsibility to make their customers feel like they are not being ripped off. If you state that something is covered and it is not then the business should eat the costs.

Business

Response:

We received the complaint filed with the Revdex.com on 04/29/2015 that you wrote regarding your husband.We apologize for any inconvenience you and your husband have experienced. We assure you that weare concerned about customer service and always strive to provide our patients with exceptional dentalcare. In prov¡ding such care we attempt to take radiographs on all new patients to have the mostcomprehensive understanding for our patients needs. As a patient you always have the right to denyany service that you do not want. We assure you that our office did everything we could do to verifyyour husband's insurance benefits. Our office receives a limited amount of information from yourinsurance company; the insurance company will supply you (the patient) with more information as youhave a contract with the company. We do have every patient sign our office policy that states that thepatient will be responsible for any services not paid by the dental insurance carrier. Perhaps yourcomplaint should be with your dental insurance carrier as they said your husband was elìgible forspecific services and later denied payment. We also offered you the option to pay your balance inpayments due to the misunderstanding with your insurance carrier. Again. we apologize for themisunderstanding and any inconvenience that you may have experienced. Our office takes pride ¡ntreating our patients like friends and family. We wish you and your husband great dental health in thefuture and we are regretful that you feel like we cannot provide your dental care.Please feel free to contact us with any further questions.Thank You,[redacted], DDS[redacted], DMD

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Thank you for your response. However, much of the information that was statesd in your response is false. According to your written statement, your office called and were told by the insurance company that the dental images were covered. I took your advice and checked with my insurance company. They do not have a record of your office ever calling to verify insurance, let alone requesting information about X-ray coverage. The insurance company captures a phone number, records all phone calls, and has a written record of every call. [redacted] Dental does not have any of these regarding the date of service. However, they do have a record of [redacted]from your office calling on 4/29/2015 at 7:43 am and asking why services were not covered. If an associate from your office called, they would have been notified that a full mouth series was not covered. In addition, there would have been a record of the call. The fact is that your office thought it was new insurance and failed to contact the insurance company. Even after being asked directly by the patient to verify that the images were covered, your office chose to tell the patient that they were covered. The office staff continued to say it was new insurance and the patient was covered. The patient told the staff it is new insurance, but he had the insurance in another state. I understand that in some cases this may be accurate, however if you tell a patient that you called and did not there is a problem. I am extremely disappointed by the actions associated with your office. It appears that someone from the office staff failed to do their job and is trying to cover up their mistake at our expense. As a business you cannot assure the patient that something is covered under false information. If a patient is told that something is covered, under the assurance that verification has been made, then it should be covered. Especially when it appears that the verification was never made.

Regards,