Sala Family Dentistry

Failure to provide timely refund and honor second request for refundI overpaid this business in September of 2014 for dental work performed on my daughter. On 1/20/2015 I requested the amount that was overpaid be refunded to me via check. On 2/5/2015 I called the office to inquire about the status of my check and was told it was not ready to be mailed. I requested the refund be deposited in my checking account and gave the receptionist my debit card information. This transaction is not in pending status or even showing up in my checking account summary.Additionally, I was told I would be receiving a refund of $140 on 1/20/15. I was told I would be refunded $103 on 2/5/2015.This is the third or fourth time this business has held my money for an extended period of time. I informed the receptionist I did not appreciate being used as a bank and was not provided with an apology.Desired SettlementThe full refund amount.Business Response Contact Name and Title: [redacted]Contact Phone: 775-322-2061Contact Email: [redacted]We apologize for the miscommunication; per our records, the request for refund on 1/20/2015 was to have a refund sent "after insurance pays" for the services rendered on 1/20/2015. The credit, after insurance paid on 2/3/2015 for services rendered on 1/20/2015, of $103.00 was refunded to the credit card you provided on February 5,2015; proof of refund was retained by Sala Family Dentistry with a copy being mailed out to the address on file on February 12, 2015.

I scheduled an appointment with Sala Family Dentistry for Saturday, March 19th 2016 after reading positive reviews on the internet. When I initially made the appointment I had given my insurance information and had not heard anything indicating that Sala would be in- or outside of my insurance network. Prior to the appointment I had received several calls confirming the appointment date and time. On the day of the appointment I was told that I would need to return for at least three additional appointments and I then asked about the insurance coverage for these appointments. Initially I received convoluted answers but was never told that the practice did not recognize my policy as they were outside of my network which I found out later from my provider. I found this to be very sly and unprofessional because I had deliberately asked about my insurance policy's coverage several times so I could anticipate how much of a deductible I would have to pay. I was charged $304.00 for the exam which did not include a cleaning and was told that [redacted] PPO would reimburse me for the visit. This is not true because I spoke with my insurance company today, March 21st 2016, who informed me that Sala Family Dentistry is outside of my policy network. Again, I find this very sneaky that after asking explicitly several times about the insurance policy that I would not be made aware that the practice is outside of my network. I had never received any confirmation that or was ever made aware that this practice would be outside of my insurance network and would have to pay out of pocket. Product_Or_Service: Dental ExaminationDesired SettlementI would like a refund of $304.00 that my insurance company will not pay since I now know that this practice is outside of my network. Sala had told me that my insurance would reimburse me which is 100% false because they knew that my insurance was outside of my coverage network but failed to inform me. I was not told the truth when I asked several times about my insurance policy's coverage on the day of the appointment.Business Response We are sorry for the miscommunication regarding your network status. It is part of our procedures to divulge this information. Per our documentation, it was discussed with you that for our [redacted] patients, we collect in full and Delta reimburses the patient directly, and that you accepted that. Per our conversation with [redacted] at [redacted] on April 27, 2016, they paid $251.00 directly to you. If you did not receive this check, please contact [redacted]. Due to this payment we are unable to grant you a refund in the amount of $304.00. I have submitted a request for refund for the difference of $53.00. It will be sent to the address on file. It is not our intent to be dishonest and untrustworthy; this is a training opportunity for our team to make these transactions better in the future. Again, we apologize for the miscommunication.

I have had a number of fillings and dental work done. Every time that I've had work done, the fillings have fallen out. I have went back twice for every thing that I've had done. And I do not have one filling left in my mouth. Sala dentistry says that I owe them money. I sent my first payment and within two weeks I got a notice from a collection agency. I have sent in 2 payments, they cashed the checks and still have me in collections. I feel as though...Why should I pay for something that I do not have. I had fillings in my teeth from 20 years ago that are still there. Why should my insurancecompany be obligated to pay twice for each service?Product_Or_Service: Dental WorkAccount_Number: [redacted]Desired SettlementI do not want to pay for all the filling that have fallen out. Business Response Sala Family Dentistry guarantees our work. We honored our guarantee for all the fillings that you made us aware came out, and you were not charged. Insurance was not billed, nor did they pay, for the work that was redone. Our records do not indicate that you came back twice for everything that was done. We replaced 3 fillings under the guarantee, at no charge. The collections balance is from the date of service 9/2/2015. Services were performed: one new filling and one that the (3 year) guarantee had expired on. That was your last visit. In February 2016, you canceled an appointment and also no showed to an appointment with the dentist. We would have appreciated the opportunity to evaluate the fillings if they fell out. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I did tell the dentist that all my fillings have fallen out again. Their response was, come back and we will replace them. I should not be required to keep coming back. If somebody wants to reevaluate the work done. You will see that all the fillings are gone. The last time that I was in for a chipped front tooth.2 weeks later it was chipped again. I would of appreciated it if Sala Family dentistry would of given me a chance to pay what they say I owe. I started paying and maybe the payments were not enough for them. Then they sent me to collections. I do not want to pay for nothing.I have a chip on the front tooth and no fillings left. Thank you for your time. This has been a terrible experience. I think I will notify my insurance company and see exactly what and how many time they were charged. For duplicate repairs.Final Business Response The situation is best discussed in person during an evaluation.Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)