Southwest GD Dental Corporation

I spoke with Antoinette directly November 2nd at 11:42am regarding this issueShe offered the resolution of discharging the $as she could find no reason it was owed, pulling the case from the debt collector, and providing a letter stating that the debt was clearedI fully accept this resolution and will accept it through the Revdex.com once I receive written conformation of the above mentioned settlementAt this time and date I have not received any contact or conformationAs the time limit to respond is nearly up and I have not received conformation I am unable to accept the resolution at this time

July 17, 2017RE: # [redacted] Revdex.comE Missouri AvePhoenix, AZ 85014-4585Phone: ###-###-####Email: [email protected] Mr [redacted] ,Thank you for reaching out to us and giving us an opportunity to work through your concernsWe apologize for any inconvenience we have caused youIt is essential for you to know our primary goal is patient satisfaction and excellent service.After carefully reviewing your account, I show you were seen 2/9/for an examServices rendered on 2/9/were billed to your insurance on fileWe received a denial of payment from Cigna in April stating you were ineligible for date of service 2/9/We received a call fromyou regarding the bill you received for date of service 2/9/At that time, it was brought to our attention, we billed your previous insuranceWe collected your current insurance for [redacted] insurance and billed [redacted] on 5/15/for date of service 2/9/17.I followed up with [redacted] regarding the payment on 6/12/I was advised by [redacted] at [redacted] , the claim was approved but has not been mailed out to Gentle DentalOn 6/20/we received payment from [redacted] and adjusted your account to reflect the payment.I received a call from you on 6/28/regarding your expected refundI submitted a refund request and your AMEX was refunded on 6/29/in the amount of $ Your account now reflects a zero balance If you have any additional questions regarding your account please give me a call at ###-###-####Sincerely, Lynzee A***Gentle Dental- Desert Winds###-###-####-PH

Dear Ms. [redacted] , Thank you for bringing your concerns to our attention as they are very important to us. Please allow 72 hours for a response as were doing a thorough review on your account. We do appreciate your patience and look forward to resolving this matter for you soon.

The business has still not resolved the issue or even contacted me about the matter like they stated they would in the above message

Dear Ms***,Thank you for reaching out to us and giving us an opportunity to work through your concernWe understand you did not have a great experience in regards to your initial visitWe understand that your time is very valuable and we appreciate your patients.After review, below is a detailed response for each date of service:During your initial visit, on 4/7/with DrS***, informed you that you maxillary anterior teeth #6-#would require orthodontics and potentially orthogenetic surgery to achieve a predictable and completely ideal aesthetic outcomeDrS*** explained the risk and benefits of treatment rendered if the above was not completed prior to treatmentYou strongly declined the recommended pre-operative treatment and stated you would prefer to move forward with smile design by restorations only.On 4/17/a pre-operative smile design planning was completed with laboratory diagnostic wax up by Dani Dental, you were informed of necessity for wax up to evaluate treatment outcome before any restorative dentistry was initiatedYou were shown laboratory wax up at consultation appointment 4/29/and expressed you were happy with shape, contour, and size exhibited on the diagnostic wax upPre-operative photographs taken and you consented to begin treatment immediately.On 5/20/tooth #restorations were tried in, however, could not cement at that time as they were ill fitting and unaesthetic due to laboratory issuesThe tooth preparationaltered slightly and new temporaries fabricated at this timeTo reinforce the provider’s commitment to patient care and reduce potential anxiety, DrS*** went above the standard of care during case and provided you with his personal cell phone numberThis decision by DrS*** was to ensure you had the opportunity to contact him with any clinical concerns after hours.We received a phone call at the office on 5/24/regarding concerns with the aesthetics of your temporary restorationsOn 5/25/DrS*** stayed after hours to ensure you were seen immediately and new temporaries were fabricated exactly to your satisfaction.On 6/8/you were schedule for the cementation of teeth #6-restorationsThe radiographs and the clinical evaluation confirmed that it fit aesthetically and that the restorations were highly improvedThereafter, the restorations were permanently cementedYou stated you were happy with current restorations.On 6/22/you arrived for consultation appointment with time for treatmentYou stated when making your appointment that you were not pleased with the final restorations.You indicated you wanted your front teeth “flatter” than the cemented restorations exhibitedThis was not expressed by you at previous cementation appointment on6/8/DrS*** spoke with the lab technician *** at Dani Dental during this appointment regarding laboratory recommendations and need for extensive facial tooth reduction to accommodate your request as best as possibleYou were informed of the increased risk for root canal procedure needed on teeth #6-and as a result of significant tooth reduction to accommodate you aesthetic requestYou understood risk and requested that we proceedRestorations were removed, the teeth reduced as needed, laser assisted impression were taken, new temporaries fabricated and cementedGiventhe unexpected clinical scenario with this case, you were informed by DrS*** that he would replace two amalgam fillings, perform two frenectomies, and provide bleaching trays at no charge to patient if she so desired.On 6/23/you arrived for a limited examination, stating you were in discomfort and could not sleepExamination revealed highly inflamed periodontal tissue surrounding teeth #6-#Pulp testing on teeth #6-#indicated pulp vitality was within limits and no endodontic treatment neededYou stated “no hot, cold, or biting sensitivity” at that timeFollowing the evaluation, DrS*** called DrM*** via cell phone (Gentle Dental - Periodontist, Tempe, AZ) to consult regarding clinicalsituationDrM*** stated the patient's inflammatory response is and expected in this caseDrM*** expressed the tissue needed more time to heal and the inflammation was a result of the number of appointments/procedures in which the tissue was manipulated as needed for final impressionsDrM*** recommended palliative care and adequate time for healingDispensed Oxyfresh (no charge) BIDPrescriptions were written for Kenalog in Orabase TID, Ibuprofen 800mg TID, Lortab 7.5/PRNRecommended warm salt water rinsing PRN.On 6/26/there was a call to you after hours by DrS***You stated you were “still in slight discomfort but manageable”You also stated if you are “still in discomfort without improvement in the next few [you would] call to make a follow up appointment”On 7/18/you arrived for delivery of teeth #6-#restorationsYou expressed you were happy with look of teeth on model and during try-inRadiographs confirmed that the restorations were sealedThe tissue condition was still highly inflamed with excess bleedingFinal cementation was delayed until 7/25/to allow for more healing timeThe restorations were cemented with temporary cement amd you were urged to floss between all teeth regularlyOxyfresh and peridex dispensed (BID)You were informed the restorations cemented with temp cement will look much lighter than our permanent cement due to the white opaque nature of temporary cement.On 7/25/you arrived for final cementation of restorationsThe tissue condition was evaluated and drastically improvedThere was minimal to no bleedingThe restorations were removed and the temp cement was cleanedYou signed consent form for final cementation which states you were happy with size, form, color, and feel of restorations#6-#The restorations were etched, silanted, and cemented with resin cement (MaxCEM clear)All excess were cleanedYou left extremely happyPost-cementation photographs were taken. On 7/27/you called office informing provider that you have noticed circular shadowing on one of your central incisorsYou were seen the same day for evaluationThe laboratory was consulted and it was concluded that the dental cement developed a void resulting in a visual defectThe restorations were intact and radiographs confirmed adequate fitChair side modification of restoration with resin bonded to porcelain was recommended for same day cosmetic repairThis technique is clinically acceptable and commonly used in dentistryYou agreed to modification chair side and this was completed to your satisfaction at no chargePhotography of crown prior to and following modification obtainedModification was extremely successful and shadowing was no longer evidentYou left satisfied.You were informed chair side modification of crown showing shadowing can be long- lasting, however, we agreed to replace tooth #and in the event the repair becomes unsatisfactory aesthetically in the futureYou were informed both tooth #and #would need to be redone as they are central incisors and the laboratory cannot match these teeth appropriately if only replacing oneThe laboratory was consulted on shadowing of tooth#and supported DrS***’s choice to a chair side repair and recommended both central incisors to be replaced in the event the chair side repair was unsatisfactory to the patient at time of procedure or at a future dateYou were informed of the aforementioned.There was multiple missed appointments (no call/no show) from 7/28/through10/1/On 10/27/you texted DrS*** requesting a call back after hoursNo clinical concerns noted in messageInformation was forwarded to management and DrS*** was informed not to contact you via cell phone unless there was an emergency.In Summary:You were non-compliant with numerous appointments (no show/cancellation) during and following completion of anterior restorationsFollowing completion of anterior restorations, you missed multiple appointments scheduled and refused to reschedule another follow upYou were informed at multiple appointments of outstanding treatment on number that needed to be finalizedContinuity of care by DrS*** is unachievable due to patient noncompliance with appointmentsYou have also been non- compliant with periodontal maintenance appointments necessary after scaling and root planning treatment to manage periodontal disease.You have refused to communicate with office management in regards to your accounts outstanding balance and appointments missed for continuity of care It is evident that you are not satisfied with services rendered and we are not able to meet your expectationsWe have gone above and beyond to help with your concerns and resolution, however, with the lack of patient responsibility we are not able to retain a patient/provider relationship and recommend that you visit another provider who will meet your expectations.Sincerely, Practice ManagerGentle Dental Ahwatukee###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Dear Ms*** Thank you for taking the time to bring your concerns to our attentionWe apologize for any billing issues you have encounteredIt is essential for you to know our primary goal is patient satisfaction and excellent service After carefully reviewing your account we show you were seen 9/9/for a preparation for a bridge on tooth through 11. It was our understanding your insurance, City of Mesa, was going to pay their portion for the treatment. City of Mesa, had denied the claim for the bridge stating you had met your maximum allowance for the year of 2014. Once we received the denial, we honored the treatment plan fees and adjusted your account in the amount of $I would like to send my sincerest apologies for not getting back to you sooner. There was a miscommunication regarding calls placed to our office, which we have addressed internally. As a good faith gesture, we will be adjusting your account in the amount of $317.00; your account will reflect a zero balance. I have also attached the ledger for the original services billed per your request Sincerely, Antoinette B*** Practice Manager Tell us why here

Dr. Ms. [redacted] Thank you for bringing your concerns to our attention.  Please allow 72 hours for a response as were doing a thorough review on your account.  We do appreciate your patience and look forward to resolving this matter for you.

July 17, 2017RE: #[redacted]Revdex.com1010 E Missouri Ave. Phoenix, AZ 85014-4585Phone: ###-###-####Email:  [email protected] Mr. [redacted],Thank you for reaching out to us and giving us an opportunity to work through your concerns. We apologize for any inconvenience we...

have caused you. It is essential for you to know our primary goal is patient satisfaction and excellent service.After carefully reviewing your account, I show you were seen 2/9/17 for an exam. Services rendered on 2/9/17 were billed to your insurance on file. We received a denial of payment from Cigna in April stating you were ineligible for date of service 2/9/17. We received a call fromyou regarding the bill you received for date of service 2/9/17. At that time, it was brought to our attention, we billed your previous insurance. We collected your current insurance for [redacted] insurance and billed [redacted] on 5/15/17 for date of service 2/9/17.I followed up with [redacted] regarding the payment on 6/12/17. I was advised by [redacted] at [redacted], the claim was approved but has not been mailed out to Gentle Dental. On 6/20/17 we received payment from [redacted] and adjusted your account to reflect the payment.I received a call from you on 6/28/17 regarding your expected refund. I submitted a refund request and your AMEX was refunded on 6/29/17 in the amount of $591.10.  Your account now reflects a zero balance.  If you have any additional questions regarding your account please give me a call at ###-###-####Sincerely, Lynzee A[redacted]Gentle Dental- Desert Winds###-###-####-PH

I spoke with Antoinette...

directly November 2nd at 11:42am regarding this issue. She offered the resolution of discharging the $317.53 as she could find no reason it was owed, pulling the case from the debt collector, and providing a letter stating that the debt was cleared. I fully accept this resolution and will accept it through the Revdex.com once I receive written conformation of the above mentioned settlement. At this time and date I have not received any contact or conformation. As the time limit to respond is nearly up and I have not received conformation I am unable to accept the resolution at this time.

Dear Ms. [redacted], Thank you for bringing your concerns to our attention as they are very important to us.  Please allow 72 hours for a response as were doing a thorough review on your account.  We do appreciate your patience and look forward to resolving this matter for you soon.