Sacramento Oral Surgery

I am rejecting this response because: First and foremost I could not care less how long you have been in business or what your reputation isThat’s normally the first thing someone (or a business) goes to when they’re in the wrong about something“Well we’ve been in business years and have an impeccable reputation so it’s impossible that we’ve mishandled your situation or done anything wrong.” That argument is laughable at best The second thing I want to contend in your response is that I was originally told “ not to worry, that it was a processing error on the insurance side .” That is not true on any levelThe receptionist at the South Sacramento location whom I spoke with on multiple occasions told me that you all had been having issues on YOUR COMPANY’S end of processing claimsNot one time did she ever suggest it was an error on the side of my insurance Third, you talk about how I work in the insurance field and know the stipulations of insuranceWell one of those stipulations is that once I quote a price to a customer I’m required to stand by that price, not come back to the customer after the fact saying, “well, yeah about that price I quoted to you originally—I’m actually going to charge you a $more now even though you already signed on the dotted line based on the discussions we previously had, but don’t blame us-- it’s someone else’s fault.” What kind of successful business continually points the finger a different direction when a situation is mishandled and a customer comes to them with a complaint like you have here with me? And for you to say “I am sorry this was Mr [redacted] ’s experience based on his insurance provider as I believe his care and surgical results were excellent.” The arrogance in this response is astonishing!! Thank you for once again deflecting responsibility and attempting to speak on my behalf but actually my experience is based 100% on your company’s lack of professionalism in handling this matter and your continued lack of accountabilityYou would think, again with that line ‘being in business for years,’ you would’ve crossed this bridge before with customers and taken it upon yourselves for, I don’t know maybe the sake of practicing good business habits, to discuss these kinds of things with your customers BEFORE you take their money and have them sign on the dotted line (which I must reiterate was never done with me, per my original complaint)A discussion like “OK so we’ve discussed this chart and where you fall on it but we like to inform our customers that from time to time they don’t actually fall into where we’re told they are and adjustments are made and they actually have to pay more down the line .” Finally, in response to your “slanderous comments ” jab, I didn’t do anything but take my personal experience, couple that with a similar experience with very similar language used by a customer I’ve never met but who took the time to post on the Revdex.com’s website that experience, and I simply wondered, “how many customers had a similar experience and said nothing??” How many customers were either afraid to come forward and say anything with a similar experience, or didn’t know any better and simply paid not asking for any explanation?? I think those are very fair questions to ask and nothing slanderous about it to assume this may have happened more than has been identified It is sad that in this day and age when John and Sally Public are struggling to make ends meet that “reputable” businesses aren’t taking responsibility for themselves and instead pointing fingers other directions while simultaneously sticking their hands in John and Sally’s pockets taking as much money as they canSpeaks volumes about the “reputation” of this company

Patient was seen on March,20th, When we called to verify insurance, we were told by his insurance we were in-network and were given in-network payment informationWe did tell Mr *** not to worry, that it was a processing error on the insurance side because when we received payment the
insurance paid "out of network"Due to the previous verification of benefits from the insurance we thought it was a processing error on the insurance company sideWe resubmitted to the insurance company for proper payment based on the information we were originally givenUnfortunately, we were given inaccurate information from the insurance because when we finally heard back from the insurance, we were told we were not in-network with this specific planBoth us and Mr*** called the insurance and was told the same information, that we were not in net-work for his planNot wanting to pay his portion based on the insurance, he continued to come in and call, saying he was very stressed with a change of employment etcI spoke with Mr*** on the phone on September 19th, and gave him the in-network discount, of $plus removed all late fees, which was not our obligation to pay but trying to do the right thing based on his insurance's errorThe $was what the insurance would not pay due to his chosen plan whether or not we were in-network or out-of-netowrkThe remainder that is due by Mr*** is $plus any late fees, he will accumulate since our call on September 19,If you would like supporting documents to verify this information from his insurance company, you would need Mr***'s release of information due to HIPPAI told him on our call that if he thought there were additional errors in processing, he should contact his insurance companyThe explanation of benefits that the insurance company returned to us showed he owed after insurance was $I felt we did the right thing giving him the discount even though it was not our error because we are reputable company that has been in business for over yearsMr*** works in the insurance field and knows the stipulations of insuranceI don't appreciate the slanderous comments of our company by Mr***We are as accurate as the person from the insurance company providing this information to us isWe spent extra time trying to get the additional payment from the insurance and discounted his fees to meet their errorI am sorry that this was Mr ***'s experience based on his insurance provider as I believe his care and surgical results were excellentBest regards, Director of Operations Sacramento Oral Surgery

I am rejecting this response because:
First and foremost I could not care less how long you have
been in business or what your reputation is. That’s normally the first thing
someone (or a business) goes to when they’re in the wrong about something. “Well
we’ve been in business 40 years and have an impeccable reputation so it’s
impossible that we’ve mishandled your situation or done anything wrong.” That
argument is laughable at best.
The second thing I want to contend in your response is that
I was originally told “…not to worry, that it was a processing error on the
insurance side….” That is not true on any level. The receptionist at the South
Sacramento location whom I spoke with on multiple occasions told me that you
all had been having issues on YOUR COMPANY’S end of processing claims. Not one
time did she ever suggest it was an error on the side of my insurance.
Third, you talk about how I work in the insurance field and
know the stipulations of insurance. Well one of those stipulations is that once
I quote a price to a customer I’m required to stand by that price, not come
back to the customer after the fact saying, “well, yeah about that price I
quoted to you originally—I’m actually going to charge you a $1000 more now even
though you already signed on the dotted line based on the discussions we
previously had, but don’t blame us-- it’s someone else’s fault.”
What kind of successful business continually points the
finger a different direction when a situation is mishandled and a customer
comes to them with a complaint like you have here with me? And for you to say “I
am sorry this was Mr. [redacted]’s experience based on his insurance provider as I
believe his care and surgical results were excellent.” The arrogance in this
response is astonishing!! Thank you for once again deflecting responsibility and
attempting to speak on my behalf but actually my experience is based 100% on
your company’s lack of professionalism in handling this matter and your
continued lack of accountability. You would think, again with that line ‘being
in business for 40 years,’ you would’ve crossed this bridge before with
customers and taken it upon yourselves for, I don’t know maybe the sake of
practicing good business habits, to discuss these kinds of things with your
customers BEFORE you take their money and have them sign on the dotted line
(which I must reiterate was never done with me, per my original complaint). A
discussion like “OK so we’ve discussed this chart and where you fall on it but
we like to inform our customers that from time to time they don’t actually fall
into where we’re told they are and adjustments are made and they actually have
to pay more down the line….”
Finally, in response to your “slanderous comments…” jab, I didn’t
do anything but take my personal experience, couple that with a similar
experience with very similar language used by a customer I’ve never met but who
took the time to post on the Revdex.com’s website that experience, and I simply
wondered, “how many customers had a similar experience and said nothing??” How
many customers were either afraid to come forward and say anything with a similar
experience, or didn’t know any better and simply paid not asking for any
explanation?? I think those are very fair questions to ask and nothing
slanderous about it to assume this may have happened more than has been
identified.
It is sad that in this day and age when John and Sally
Public are struggling to make ends meet that “reputable” businesses aren’t
taking responsibility for themselves and instead pointing fingers other
directions while simultaneously sticking their hands in John and Sally’s
pockets taking as much money as they can. Speaks volumes about the “reputation”
of this company

Review: 07/26/2013 I had dental contract at Folsom office. Ins to pay $123 and I $464.40 and any of $123 Ins did not pay. I paid that but got a $94.90 bill.

I had a contract for Dental work at the Sacramento Oral Surgery, 2210 East Bidwell, Folsom CA 95630 office. Ins to pay $123.00 and I was to pay $464.40 plus any part of the $123.00 the Ins did not pay. Physicians Mutual Ins Co paid only $94.00 instead. So I sent 2 checks to Ms. [redacted] at the Folsom office totaling the $29.00 ($26.10 and $2.90) to cover that Insurance difference. Now I got a bill for $94.90 plus late fees on account # [redacted]. I have called that billing office in Folsom and talked to [redacted] and [redacted] at [redacted] and complained. I sill get a new bill with late fees every month. I paid off my contract in full at Sacramento Oral Surgery (Folsom, CA) but the billing supervisor ignores me. I need a zero paid up balance for account # [redacted].Desired Settlement: Stop sending me a monthly bill for $94.90 plus late fees and send me a paid up zero balance statement for account # [redacted]. I paid that dental contract in full.

Business

Response:

Dear Ms. [redacted]: Reference: Case # [redacted] I am responding to a letter from Mr. [redacted], regarding his continued receipt of statements from Sacramento Oral Surgery. Mr. [redacted] unfortunately misunderstood that what he signed with Sacramento Oral Surgery. It was not a contract but an estimate of coverage his insurance told us they would pay. The insurance company processed the claim wrong upon submission after his visit in July and we reprocessed the claim and appealed for payment on his behalf which requires extra time and effort. Sacramento Oral Surgery wants to provide the patient with excellent service including the billing process with their insurance company. Under his insurance contract, it is his responsibility to pay what the insurance does not cover within 90 days. There was a late fee of $1.90 that was added after 4 months and it is our policy to continue to send statements so the patient is aware that the insurance has not paid. His insurance company finally paid recently, due to our appeals and continued efforts on Mr. [redacted]’s behalf. We reversed the $1.90 late fee and processed the payment. Mr. [redacted] will actually be receiving a refund of $31.10 due to our efforts. It is unfortunate this misunderstanding happened and Mr. [redacted] has our sincere apologies for the inconvenience this caused while trying to provide exceptional service on his behalf. If you have any further concerns or questions, please do not hesitate to call me. [redacted] Director, Operations Sacramento Oral Surgery

Sent on: 1/24/2014 3:22:32 PM

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

This is good but I will let you know if I receive the refund of $31.10...I really do not trust them because I call them 5 times before I sent my complaint to Revdex.com and they did not take care of me...

Thanks [redacted]

Review: On March 20, 2014, I went into Sacramento Oral Surgery (South Sacramento location) to have oral surgery performed. Prior to my surgery in one of the pre surgery/patient rooms I was informed of the process and billing procedure by one of the nurses/assistants. She excused herself for approx. 5 minutes and upon returning informed me that I was 100% covered under my insurance and then proceeded to show me a chart of the payment plan. Due to the procedure I was having I fell into the particular category I did and based upon my 100% coverage under my insurance the difference I owed was $923.40 and I was required to pay that prior to the surgery, which I did. Fast forward a couple of months (not more than 2). All of a sudden I started to receive mail suggesting that I now owed more than $1000. The first correspondence indicated this is not a bill and so I ignored it. Then I received another but this time the past due number of days had advanced and I started to receive late fees. It was at this time that I contacted the office and was told they would look into it and theyd call me back. They never did. I reached out a few weeks later and was told not to worry it was processed incorrectly on THEIR END and that they had been having several issues with THEIR billing department on processing claims matters. Yet one month later I received yet another bill with additional interest. Again I reached out and was given the same line that I should not worry and to ignore the bills, it was being taken care of. Well after another bill came in the mail I went into the office with all of the paperwork I had until that point, complete with the chart that I was originally shown detailing my financial responsibility and had originally signed in the patient area prior to my surgery and was once again told not to worry. And yet I received another bill in the mail sometime after that at which time I decided to email this business to get the matter settled. I was very upset to learn that not only would it not be taken care of despite what I was previously told but I was in fact on the hook for this $1000 that seemingly appeared out of nowhere. The response I received matches very closely to a complaint that is currently on your website under Revdex.com.org/northeast-California/business-reviews/dentists. Phrases like error in processing on the insurances behalf and we reprocessed the claim and responsible under his insurance contract to pay whatever the company does not..I find this extremely difficult to believe that we are the only 2 customers this line of BS has been served to. This director of ops emailed me taking ZERO responsibility for what the woman in my waiting room originally told me/assured me as far as what was owed and what was covered at the time the initial discussion and plans for payment were made, not to mention not taking responsibility for their staff on several occasions assuring me to flat out ignore the bills coming to my address and that it would be taken care of. They instead chose to hide behind their very vague wording underneath that chart that contradicts what the woman in the waiting room originally told me.After receiving this email I reached out the following day to discuss the matter at which time it was determined much to my dismay that they would agree to waive a difference of $600 for their mistake in what they quoted me originally but that I still owed a difference of more than $400 due to my insurance company not paying that from my original deductible - a direct result of them re-submitting my original claim for reasons that were never fully explained to me in ways that I could understand. It seems to me based on the complaint on your message board and from my own experience that it is very conceivable that this company regularly participates in this kind of shady practice, pawning off additional charges to the customer by blaming the insurance companies for incorrectly filing/submitting claims, and then settling for whatever amount they can con the customer into paying after the fact.Desired Settlement: I want my balance completely wiped away. I was told I owed $923.40 prior to my surgery and that was all. I paid it. It was not clearly communicated to me that if my insurance company had any issues not paying any amount that I would be on the hook for it (and how convenient that I'm not the only customer who's dealt with this same issue) and therefore I paid what I owed

Business

Response:

Patient was seen on March,20th, 2014. When we called to verify insurance, we were told by his insurance we were in-network and were given in-network payment information. We did tell Mr [redacted] not to worry, that it was a processing error on the insurance side because when we received payment the insurance paid "out of network". Due to the previous verification of benefits from the insurance we thought it was a processing error on the insurance company side. We resubmitted to the insurance company for proper payment based on the information we were originally given. Unfortunately, we were given inaccurate information from the insurance because when we finally heard back from the insurance, we were told we were not in-network with this specific plan. Both us and Mr. [redacted] called the insurance and was told the same information, that we were not in net-work for his plan. Not wanting to pay his portion based on the insurance, he continued to come in and call, saying he was very stressed with a change of employment etc... I spoke with Mr. [redacted] on the phone on September 19th, 2014 and gave him the in-network discount, of $640.20 plus removed all late fees, which was not our obligation to pay but trying to do the right thing based on his insurance's error. The $420.20 was what the insurance would not pay due to his chosen plan whether or not we were in-network or out-of-netowrk. The remainder that is due by Mr. [redacted] is $420.40 plus any late fees, he will accumulate since our call on September 19,2014. If you would like supporting documents to verify this information from his insurance company, you would need Mr. [redacted]'s release of information due to HIPPA. I told him on our call that if he thought there were additional errors in processing, he should contact his insurance company. The explanation of benefits that the insurance company returned to us showed he owed after insurance was $1060.60. I felt we did the right thing giving him the discount even though it was not our error because we are reputable company that has been in business for over 40 years. Mr. [redacted] works in the insurance field and knows the stipulations of insurance. I don't appreciate the slanderous comments of our company by Mr. [redacted]. We are as accurate as the person from the insurance company providing this information to us is. We spent extra time trying to get the additional payment from the insurance and discounted his fees to meet their error. I am sorry that this was Mr [redacted]'s experience based on his insurance provider as I believe his care and surgical results were excellent. Best regards, Director of Operations Sacramento Oral Surgery

Consumer

Response:

I am rejecting this response because:

First and foremost I could not care less how long you have

been in business or what your reputation is. That’s normally the first thing

someone (or a business) goes to when they’re in the wrong about something. “Well

we’ve been in business 40 years and have an impeccable reputation so it’s

impossible that we’ve mishandled your situation or done anything wrong.” That

argument is laughable at best.

The second thing I want to contend in your response is that

I was originally told “…not to worry, that it was a processing error on the

insurance side….” That is not true on any level. The receptionist at the South

Sacramento location whom I spoke with on multiple occasions told me that you

all had been having issues on YOUR COMPANY’S end of processing claims. Not one

time did she ever suggest it was an error on the side of my insurance.

Third, you talk about how I work in the insurance field and

know the stipulations of insurance. Well one of those stipulations is that once

I quote a price to a customer I’m required to stand by that price, not come

back to the customer after the fact saying, “well, yeah about that price I

quoted to you originally—I’m actually going to charge you a $1000 more now even

though you already signed on the dotted line based on the discussions we

previously had, but don’t blame us-- it’s someone else’s fault.”

What kind of successful business continually points the

finger a different direction when a situation is mishandled and a customer

comes to them with a complaint like you have here with me? And for you to say “I

am sorry this was Mr. [redacted]’s experience based on his insurance provider as I

believe his care and surgical results were excellent.” The arrogance in this

response is astonishing!! Thank you for once again deflecting responsibility and

attempting to speak on my behalf but actually my experience is based 100% on

your company’s lack of professionalism in handling this matter and your

continued lack of accountability. You would think, again with that line ‘being

in business for 40 years,’ you would’ve crossed this bridge before with

customers and taken it upon yourselves for, I don’t know maybe the sake of

practicing good business habits, to discuss these kinds of things with your

customers BEFORE you take their money and have them sign on the dotted line

(which I must reiterate was never done with me, per my original complaint). A

discussion like “OK so we’ve discussed this chart and where you fall on it but

we like to inform our customers that from time to time they don’t actually fall

into where we’re told they are and adjustments are made and they actually have

to pay more down the line….”

Finally, in response to your “slanderous comments…” jab, I didn’t

do anything but take my personal experience, couple that with a similar

experience with very similar language used by a customer I’ve never met but who

took the time to post on the Revdex.com’s website that experience, and I simply

wondered, “how many customers had a similar experience and said nothing??” How

many customers were either afraid to come forward and say anything with a similar

experience, or didn’t know any better and simply paid not asking for any

explanation?? I think those are very fair questions to ask and nothing

slanderous about it to assume this may have happened more than has been

identified.

It is sad that in this day and age when John and Sally

Public are struggling to make ends meet that “reputable” businesses aren’t

taking responsibility for themselves and instead pointing fingers other

directions while simultaneously sticking their hands in John and Sally’s

pockets taking as much money as they can. Speaks volumes about the “reputation”

of this company