Salado Creek Orthodontics

Complaint: [redacted] I am rejecting this response because: Business has made false, libel statementsAppointments may be been rescheduled, but not cancelled and NEVER NO SHOWsI would have been charged a "No Show" fee and such a fee would/should have been notated on my accountAt each appointment I asked when would the braces be placed on [redacted] and Dr [redacted] would reply "Let's wait until the next visit." At the time of the deposit of $on 12/27/13, [redacted] , the orthodontist's office assistant, stated with the deposit we were so far ahead of payments, we would not have to make another payment until the braces were actually placed on [redacted] Stating that I was "non-compliant and in breach of this contract when payments were not made" is another statementWhy didn't the office notify me when my account was in "breach of contract?" Where are the copies of the collection notifications?When the office finally attempted to contact me after I left voicemails, mailed a letter and sent a complaint to the Revdex.com, the calls may have been received during business hoursI returned phone calls during my breaks and lunches and emails were responded to as soon as possibleThe amount for services they are claiming now is different from the amount [redacted] (the first account manager I corresponded with) had given me [redacted] stated the TOTAL cost was $for records and $for appointments, x-rays and dental applianceI agreed to have the $deduction from my $deposit but no mention was ever made about the additional insurance collection of $Every conversation I had with [redacted] I asked for an itemized statement of the charges and the only summary I received is the one I have attachedAs you can see, even this documentation is incorrectUnfortunately, the office could not accommodate previous requests for applying the braces in a more timely manner or schedule night and/or weekend appointmentsThe amount collected from the insurance benefits should more than compensate the minimal treatment my daughter received from this orthodontic officeIt has taken this office SIX MONTHS to come up with these financial records that I asked for in October It seems a total injustice to insinuate I was a "non-compliant" customer and try to imply I was an irresponsible customer who missed appointments or paymentsI believe the office I have dealt with has misrepresented its services to me and I am highly disappointed with this outcome Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Business has made false, libel statementsAppointments may be been rescheduled, but not cancelled and NEVER NO SHOWsAt each appointment I asked when would the braces be placed on [redacted] and Dr [redacted] would reply "Let's wait until the next visit." At the time of the deposit of $on 12/27/13, [redacted] , the orthodontist's office assistant, stated with the deposit we were so far ahead of payments, we would not have to make another payment until the braces were actually placed on [redacted] Stating that I was "non-compliant and in breach of this contract when payments were not made" is another statementWhy didn't the office notify me when my account was in "breach of contract?" Where are the copies of the collection notifications?When the office finally attempted to contact me after I left voicemails, mailed a letter and sent a complaint to the Revdex.com, the calls may have been received during business hoursI returned phone calls during my breaks and lunches and emails were responded to as soon as possibleThe amount for services they are claiming now is different from the amount [redacted] (the first account manager I corresponded with) had given me [redacted] stated the TOTAL cost was $for records and $for appointments, x-rays and dental applianceI agreed to have the $deduction from my $deposit but no mention was ever made about the additional insurance collection of $Every conversation I had with [redacted] I asked for an itemized statement of the charges and the only summary I received is the one I have attachedAs you can see, even this documentation is incorrectUnfortunately, the office could not accommodate previous requests for applying the braces in a more timely manner or schedule night and/or weekend appointmentsThe amount collected from the insurance benefits should more than compensate the minimal treatment my daughter received from this orthodontic officeIt has taken this office SIX MONTHS to come up with these financial records that I asked for in October It seems a total injustice to insinuate I was a "non-compliant" customer and try to imply I was an irresponsible customer who missed appointments or paymentsI believe the office I have dealt with has misrepresented its services to me and I am highly disappointed with this outcome Regards, [redacted] ***

Complaint: ***
I am rejecting this response because: Business has made false, libel statements
Appointments may be been rescheduled, but not cancelled and NEVER NO SHOWsAt each appointment I asked when would the braces be placed on *** and Dr*** would reply "Let's wait until the next visit."
At the time of the deposit of $on 12/27/13, ***, the orthodontist's office assistant, stated with the deposit we were so far ahead of payments, we would not have to make another payment until the braces were actually placed on ***Stating that I was "non-compliant and in breach of this contract when payments were not made" is another statementWhy didn't the office notify me when my account was in "breach of contract?" Where are the copies of the collection notifications?
When the office finally attempted to contact me after I left voicemails, mailed a letter and sent a complaint to the Revdex.com, the calls may have been received during business hoursI returned phone calls during my breaks and lunches and emails were responded to as soon as possible
The amount for services they are claiming now is different from the amount *** (the first account manager I corresponded with) had given me*** stated the TOTAL cost was $for records and $for appointments, x-rays and dental applianceI agreed to have the $deduction from my $deposit but no mention was ever made about the additional insurance collection of $Every conversation I had with *** I asked for an itemized statement of the charges and the only summary I received is the one I have attachedAs you can see, even this documentation is incorrect
Unfortunately, the office could not accommodate previous requests for applying the braces in a more timely manner or schedule night and/or weekend appointmentsThe amount collected from the insurance benefits should more than compensate the minimal treatment my daughter received from this orthodontic officeIt has taken this office SIX MONTHS to come up with these financial records that I asked for in October 2015. It seems a total injustice to insinuate I was a "non-compliant" customer and try to imply I was an irresponsible customer who missed appointments or paymentsI believe the office I have dealt with has misrepresented its services to me and I am highly disappointed with this outcome
Regards,
*** ***

Complaint: [redacted] I am rejecting this response because: Business has made false, libel statements.
1. Appointments may be been rescheduled, but not cancelled and NEVER NO SHOWs. I would have been charged a "No Show" fee and such a fee would/should have been notated on my account. At each appointment I asked when would the braces be placed on [redacted] and Dr. [redacted] would reply "Let's wait until the next visit."
2. At the time of the deposit of $2881.31 on 12/27/13, [redacted], the orthodontist's office assistant, stated with the deposit we were so far ahead of payments, we would not have to make another payment until the braces were actually placed on [redacted]. Stating that I was "non-compliant and in breach of this contract when payments were not made" is another false statement. Why didn't the office notify me when my account was in "breach of contract?" Where are the copies of the collection notifications?
3. When the office finally attempted to contact me after I left voicemails, mailed a letter and sent a complaint to the Revdex.com, the calls may have been received during business hours. I returned phone calls during my breaks and lunches and emails were responded to as soon as possible.
4. The amount for services they are claiming now is different from the amount [redacted] (the first account manager I corresponded with) had given me. [redacted] stated the TOTAL cost was $350.00 for records and $1200.00 for appointments, x-rays and dental appliance. I agreed to have the $1550.00 deduction from my $2881.31 deposit but no mention was ever made about the additional insurance collection of $1500.00. Every conversation I had with [redacted] I asked for an itemized statement of the charges and the only summary I received is the one I have attached. As you can see, even this documentation is incorrect.
5. Unfortunately, the office could not accommodate previous requests for applying the braces in a more timely manner or schedule night and/or weekend appointments. The amount collected from the insurance benefits should more than compensate the minimal treatment my daughter received from this orthodontic office. It has taken this office SIX MONTHS to come up with these financial records that I asked for in October 2015. It seems a total injustice to insinuate I was a "non-compliant" customer and try to imply I was an irresponsible customer who missed appointments or payments. I believe the office I have dealt with has misrepresented its services to me and I am highly disappointed with this outcome.  
Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Business has made false, libel statements. 1. Appointments may be been rescheduled, but not cancelled and NEVER NO SHOWs. I would have been charged a "No Show" fee and such a fee would/should have been notated on my account. At each appointment I asked when would the braces be placed on [redacted] and Dr. [redacted] would reply "Let's wait until the next visit." 2. At the time of the deposit of $2881.31 on 12/27/13, [redacted], the orthodontist's office assistant, stated with the deposit we were so far ahead of payments, we would not have to make another payment until the braces were actually placed on [redacted]. Stating that I was "non-compliant and in breach of this contract when payments were not made" is another false statement. Why didn't the office notify me when my account was in "breach of contract?" Where are the copies of the collection notifications?3. When the office finally attempted to contact me after I left voicemails, mailed a letter and sent a complaint to the Revdex.com, the calls may have been received during business hours. I returned phone calls during my breaks and lunches and emails were responded to as soon as possible. 4. The amount for services they are claiming now is different from the amount [redacted] (the first account manager I corresponded with) had given me. [redacted] stated the TOTAL cost was $350.00 for records and $1200.00 for appointments, x-rays and dental appliance. I agreed to have the $1550.00 deduction from my $2881.31 deposit but no mention was ever made about the additional insurance collection of $1500.00. Every conversation I had with [redacted] I asked for an itemized statement of the charges and the only summary I received is the one I have attached. As you can see, even this documentation is incorrect. 5. Unfortunately, the office could not accommodate previous requests for applying the braces in a more timely manner or schedule night and/or weekend appointments. The amount collected from the insurance benefits should more than compensate the minimal treatment my daughter received from this orthodontic office. It has taken this office SIX MONTHS to come up with these financial records that I asked for in October 2015. It seems a total injustice to insinuate I was a "non-compliant" customer and try to imply I was an irresponsible customer who missed appointments or payments. I believe the office I have dealt with has misrepresented its services to me and I am highly disappointed with this outcome.  Regards, [redacted]

Complaint: [redacted]
I am rejecting this response because: Business has made false, libel statements. 1. Appointments may be been rescheduled, but not cancelled and NEVER NO SHOWs. At each appointment I asked when would the braces be placed on [redacted] and Dr. [redacted] would reply "Let's wait until the next visit." 2. At the time of the deposit of $2881.31 on 12/27/13, [redacted], the orthodontist's office assistant, stated with the deposit we were so far ahead of payments, we would not have to make another payment until the braces were actually placed on [redacted]. Stating that I was "non-compliant and in breach of this contract when payments were not made" is another false statement. Why didn't the office notify me when my account was in "breach of contract?" Where are the copies of the collection notifications?3. When the office finally attempted to contact me after I left voicemails, mailed a letter and sent a complaint to the Revdex.com, the calls may have been received during business hours. I returned phone calls during my breaks and lunches and emails were responded to as soon as possible. 4. The amount for services they are claiming now is different from the amount [redacted] (the first account manager I corresponded with) had given me. [redacted] stated the TOTAL cost was $350.00 for records and $1200.00 for appointments, x-rays and dental appliance. I agreed to have the $1550.00 deduction from my $2881.31 deposit but no mention was ever made about the additional insurance collection of $1500.00. Every conversation I had with [redacted] I asked for an itemized statement of the charges and the only summary I received is the one I have attached. As you can see, even this documentation is incorrect. 5. Unfortunately, the office could not accommodate previous requests for applying the braces in a more timely manner or schedule night and/or weekend appointments. The amount collected from the insurance benefits should more than compensate the minimal treatment my daughter received from this orthodontic office. It has taken this office SIX MONTHS to come up with these financial records that I asked for in October 2015. It seems a total injustice to insinuate I was a "non-compliant" customer and try to imply I was an irresponsible customer who missed appointments or payments. I believe the office I have dealt with has misrepresented its services to me and I am highly disappointed with this outcome.  Regards,
[redacted]

Whom It May Concern, Thank you for taking the time to look into this matter. Here are the details from our office in regards to this investigation. On December 27, 2013 we began orthodontic treatment for [redacted], daughter of [redacted]. At the onset of treatment we reviewed with the guarantor, Ms. [redacted], a document called the Truth and Lending Agreement for Salado Creek Orthodontics. In this document we provided to the guarantor the total cost of treatment, in this case $5480; the amount we would collect from insurance, $1500; the down payment, $2881.31-not normally this high, but Ms. [redacted] elected to have it be this amount; the amount we would finance over the treatment period, $1098.69; and the monthly payment for the designated time of treatment, $55 each month for 20 months with a final payment of $53.69. This was reviewed with Ms. [redacted], signed, and dated by her and a witness on 12/27/2013 (document included as Attachment 1). From that point we sent an initial claim to insurance outlining the treatment time frame, cost, and amount the patient would pay monthly. We placed a Nance appliance for [redacted] treatment on 12/27/2013, which I, [redacted], confirmed with the insurance company that we had placed an orthodontic appliance in [redacted] mouth when they called on February 23, 2016. Appointment history— The diagram below shows the dates that we saw the patient and the procedures we performed on each day. In addition to these there are multiple notes in the chart that the parent canceled or called to reschedule a recommended appointment and these were often not rescheduled according to the guidelines given by the orthodontist. (Dismissed were the appointments that we saw the patient and the procedures we did that day, cancelled was when the patient cancelled, and scheduled were No Show appointments by the patient)  Payments from Insurance Company— Attachment 2 is the ledger of Insurance payments on the account. We received $320 as the initial payment for placing the Nance appliance, 12 payments of $85.20, one payment of $72.40, and the final payment of $85.20 was entered on the patient ledger and then credited to the insurance ledger bringing the total amount paid by the insurance company to $1500.00 which was the lifetime maximum allowed to be paid for the treatment proposal and claim sent to the insurance company and explained to Ms. [redacted] in the Truth and Lending document she signed at the beginning of treatment.Patient Payments— Attachment 3 is a copy of Ms. [redacted]'s personal patient payment account ledger. It reflects her agreed upon down payment of $2881.31 paid in two transactions on 12/27/2013—one of $2038.51 and another of $842.80, to allow the patient to pay with two flex spending cards; which left her balance at $1098.69 to be paid out over the next 20 months, as agreed upon. These payments were never received by our office. One payment of $82.50 received on 1/13/2015 was the payment paid by the insurance company, dropping the balance to $1013.49. This payment was credited to the patient account and then transferred over to the insurance account ledger, bringing the patient account balance back to $1098.69.RefundA check for $1331.31 was made out to [redacted] and mailed to the address she provided. According to the document signed at the beginning of treatment Ms. [redacted] entered into a contract with Salado Creek orthodontics to pay the outlined amount. This patient was non-compliant and in breach of this contract when payments were not made and appointments not kept. Due to this breach of contract on the part of the patient no refund on behalf of our office was required to be made. However, trying to maintain good business practices we made a refund payment in the amount outlined above. Our office retained the $1550 of the down payment to cover the cost the appliance (lab fees and putting it in the patient's mouth), fees for regular visits that were kept, and the cost of records including photos, x-rays, and models. We informed Ms. [redacted] the refund amount would be mailed to her once we received the proper forms for transfer in our office. Ms. [redacted] finally mailed those into our office and we were able to mail the refund to her_ It has been confirmed that this check was not cashed, and the reason why is not clear.Conclusion— We apologize for any distress this process may have caused Ms. [redacted]; however, all of this information was outlined to her from the beginning. She was informed that we would take a certain portion for the cost of [redacted] orthodontic treatment from her and a portion would come from insurance as reflected on the document signed by Ms. [redacted]. Insurance companies have auto-pay set up and we finished receiving the insurance payment in full for treatment and cost of the appliance before Ms. [redacted] decided to leave our office—which treatment would have been completed if the patient and responsible adult had adhered to the treatment and frequency of visits outlined by the orthodontist. Treatment was prolonged due to the lack of commitment to the treatment on the part of the patient. We also followed proper procedures to communicate with Ms. [redacted] and handle her account in a timely and fair manner given the circumstance and non-compliant nature of this patient. Adequate attempts were made to call Ms. [redacted] through phone calls and voice mails, with few and sporadic calls back. Our office attempted to be of service to Ms. [redacted] and we are disappointed that our efforts to accommodate this parents request were not met well.Please contact our office if you have any additional questions.Thank you,