Specialty Home Designs, Inc

Subject: Complaint ID#*** Hello, Spoke with the patient and this complaint was resolved on 08/31/with a refundPlease let me know if you have any additional questions for meThank you, Aida ***| Office Manager Lovett Dental Kirby DrHouston, Texas ** *** *** ***
*** *** *: aida.***@lovettdental.com| :: Lovettdental.com PRIVILEGED and CONFIDENTIAL: THIS ELECTRONIC TRANSMISSION, AND ANY DOCUMENTS ATTACHED HERETO, MAY CONTAIN CONFIDENTIAL AND/OR LEGALLY PRIVILEGED INFORMATION. THE INFORMATION IS INTENDED ONLY FOR USE BY THE RECIPIENT NAMED ABOVE. IF YOU HAVE RECEIVED THIS ELECTRONIC MESSAGE IN ERROR, PLEASE NOTIFY SENDER AND DELETE THE ELECTRONIC MESSAGE. ANY DISCLOSURE, COPYING, DISTRIBUTION, OR USE OF THE CONTENTS OF INFORMATION RECEIVED IN ERROR IS STRICTLY PROHIBITEDThis email is intended only for the use of the party to which it is addressed and may contain information that is privileged, confidential, or protected by lawIf you are not the intended recipient you are hereby notified that any dissemination, copying, or distribution of this email or its contents is strictly prohibitedIf you have received this message in error, please notify us immediately by replying to the message and deleting it from your computerInternet communications are not assured to be secure or clear of inaccuracies as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain virusesTherefore, we do not accept responsibility for any errors or omissions that are present in this email, or any attachment, that have arisen as a result of e-mail transmission

A statement has been mailed to your home address on file *** *** *** *** *** ** *** Thank you

The balance has been settled on the account with Mrs*** and she was happyPlease let me know if you have any additional questions for me. Thank you, *** ***

When filing a claim it is up to the insurance company how they pay. The insurance company made an error and paid as though our provider was out-of-network. The insurance company did not pay as though the patient was out-of-network. The overpayment, which the insurance company made, has been sent back to the insurance company. We do not send monies owed to insurance companies to patients. The patient's plan does not pay 100% of services. The out-of-pocket costs are standard within the industry. Lovett Dental also gave the patient a courtesy discount for services rendered February 17, 2015. No further action on the part of Lovett Dental will be made. Thank you for the opportunity to address this issue

After reviewing account by the Central Billing office, the account is at a zero balance. The amount of $was posted on 2-3-16. Please contact the office for a copy of the account ledger showing zero balance or contact 713-490-to request. We apologize for the
inconvenience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
These procedures need to be submitted directly to my insurance not myselfI will await an Explanation of Benefits from my insurance carrier
Regards,

A refund was done to the credit card 12/18/2015. If there are any questions, please let us know

Hello, Due to HIPAA privacy act I don't have a consented form stating to speak to you regarding *** *** accountPlease forward this information to him as it is intended for so he can contact me directly From the information presented to *** at the beginning of his
orthodontic treatment 9-18-Dr*** estimated that the patient treatment would take estimated months if no missed or delayed appointments to complete treatment 10-09-Braces were placed on patient missed several months of treatment which would delay the activity of the braces because they were not being maintained months -later he return to the office 01-27- Feb - no show for appointment March 2014- missed appointment April--- months later - braces not moving lack of maintaining Aug.2014- seen Sept 2014- seen May 2015- 9 months later - treatment delay lack of maintaining Contract ended -months missed out of the month contract May - Melissa (myself) Ortho Manager explained to *** after seeing Dr*** that his contract have ended that Dr*** is recommending 9-additional months to complete if he keep his regular scheduled appointments. *** was offered to remove the braces or if he continued he would be responsible for his monthly fee $He began to make his payment Our conversation he was no longer on the oil field and that he would be able to make his appointments to comply with Dr*** recommended and complete treatmentAt that he was also informed that the policy for braces was that he needed to have a dental cleaning and check up every months Sept months later apt Oct 2016- months later - reset the monthly payments $in the system months later no appointments monthly billing was charging for the additional months billed monthly- due the patient have decided to terminate braces I( Melissa) adjusted the account and once the release is signed at the time of removing the braces the patient will not be billed any longer As as refund NO RFUND WILL BE GRANTEDPatient missed months of treatment on a month programCompany policy and explained to each patient by myself over the past years while in corpus if the contract ends and the treatment is not completed and the patient wish to continue the monthly payment will resume and the patient will be responsible for on a monthly basis. Which he began to pay accepting to continue with the braces So honestly with him still having braces on he would technically owe Lovett Dental $for the months he went over the contract agreement and have our orthodontic product in his mouth months over the contract agreed upon We will settle for half of the $if you would like to have braces continued and the monthly payment would resume I was sent the adjustment which I am now over the billing department and I know for a fact that he was informed thoroughly regarding the braces and the additional monthly payments expected each visitI did not set up the draft due him agreeing to pay when he made his appointments in office I will not be granting a refund for any amountsI am sorry for any confusion however the patient was given several options to remove braces or seek another orthodontist that would be able to accommodate his work schedule Once I receive the letter from the Revdex.com I submit our documentation to them and you can appeal if you wishThe additional months were communicated to *** and if he felt or did not agree he would not have paid any additional monies to his account for having the braces on and acceptance to continue treatmentI personally spoke we him and communicated with him regarding the recommended additional months to continue treatmentAlso he was offered more than once to remove the braces and discontinued treatment he declined to release treatment. The staff (Stephanie and Roni) probably told him that because when he would finally come into the office and demanded to be seen or worked in whenever he felt like coming back into the office he would make a big disturbance and the staff actually was fearful of him coming into the officeHe would sit in the front waiting area among other patients making derogatory remarks and arguing with the staff. When I would come to the front from the back working with Dr*** and call him into the office to discuss his issues it was always something regarding his work schedule or some other issues where he could not keep his appointmentsI explained and offer numerous times when he did come in after seeing Dr*** do you want to keep the braces and pay additional months or sign the release and remove the bracesAgain he agreed to continue. Regular scheduled appointments are normally 4-weeks apart Nothe braces is not on lease however you can not retain the braces for over years and expect for ANY company to provide services at no charge due to your inability to keep appointments and maintain the maintenance of the braces and complete treatment when estimated. Out of months before the contract was ended he missed over months of treatment( You can not purchase a vehicle and although you did not drive for a few months you do not have to pay your car note) braces and any product received from any company is the same case. I did not re-start his contract in the system after the estimated months of EFT drafts were completed because we allow the patients to make payments in the office in good faith that they will get back on track and comply with recommendations of the orthodontist October I enter the additional months to bill again with the word from *** that he would begin to keep his ortho appointments and would make his payment when he arrive at the office. Again, there will be no money returned for services rendered The outstanding balance would have occurred for the months over the months estimated contract. I am forwarding this information to the Revdex.comThey will have on file the lack of attention to his orthodontic and will be notated that the patient was well over the contract. Again, apologies for any miscommunication but I am the Ortho Manager and the treatment coordinator dealing with *** each time at his visits. No need to respond any further we will address the Revdex.com. This will be my last respond to any emails between you or ***. If they need the notes and account ledger I would be more than happy to provide to them. Melisa ***Ortho Operations ManagerAmherst StSte AHouston, Texas 77005713-490-Office713-490-Faxmelisa.***@lovettdental.com

An EOB is an estimate of benefitsIt is not a guarantee of payment or of the amount charged for treatment renderedLovett Dental has attempted to work closely with the patient and her insurance company, but at this time have exhausted all resources in an attempt to collect from the insurance companyAs a service provider Lovett Dental can request insurance payments, but we cannot force an insurance company to payLovett Dental has suggested that the patient work with her insurance company to request any remaining benefits deserved

Sent: Tuesday, November 15, 12:PM Subject: Case# *** *** Good afternoon, I just would like to inform you that I have been in contact with Mr*** *** and we are in process of reimbursing him for the InvisalignMr*** was very happy and appreciativePlease let me
know if you have any additional questions for meThank you, Aida J Aida C***| Office Manager Lovett Dental Kirby DrHouston, Texas (: (713) 490-|7: (713) 490-*: aida.c***@lovettdental.com| :: Lovettdental.com

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may
update it before sending it.]
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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed...

the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Sent: Friday, February 24, 2017 12:06 PM Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted] Hello, I spoke with Mrs. [redacted] and we have issued her a refund. Mrs. [redacted] was happy and thankful. J Thank you, Aida [redacted]| Office Manager Lovett Dental 6137 Kirby Dr....

Houston, Texas 77005 (: (713) 490-8888 |7: (713) 490-6462 *: aida.[redacted]@lovettdental.com| :: Lovettdental.com

For the three procedures performed there are no dental codes. We use the code 3999 - which is an unspecified endodontic procedure.  We will be more than happy to write an explanatory for the patient to present to the dental insurance company.  We know already, however, that the procedures...

are not covered by insurance.  Therefore, there is no refund due.

Sent: Monday, November 28, 2016 11:32 AM Subject: Complaint ID#[redacted] Hello, This complaint was resolved and the patient used the credit for additional services on 11/01/16. Please let me know if you have any additional questions for me. Thank you, Aida [redacted]| Office Manager Lovett Dental 6137...

Kirby Dr. Houston, Texas 77005 (: (713) 490-[redacted] |7: (713) 490-[redacted]: aida.[redacted]@lovettdental.com| :: Lovettdental.com PRIVILEGED and CONFIDENTIAL: THIS ELECTRONIC TRANSMISSION, AND ANY DOCUMENTS ATTACHED HERETO, MAY CONTAIN CONFIDENTIAL AND/OR LEGALLY PRIVILEGED INFORMATION.  THE INFORMATION IS INTENDED ONLY FOR USE BY THE RECIPIENT NAMED ABOVE.  IF YOU HAVE RECEIVED THIS ELECTRONIC MESSAGE IN ERROR, PLEASE NOTIFY SENDER AND DELETE THE ELECTRONIC MESSAGE.  ANY DISCLOSURE, COPYING, DISTRIBUTION, OR USE OF THE CONTENTS OF INFORMATION RECEIVED IN ERROR IS STRICTLY PROHIBITED. This email is intended only for the use of the party to which it is addressed and may contain information that is privileged, confidential, or protected by law. If you are not the intended recipient you are hereby notified that any dissemination, copying, or distribution of this email or its contents is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and deleting it from your computer. Internet communications are not assured to be secure or clear of inaccuracies as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. Therefore, we do not accept responsibility for any errors or omissions that are present in this email, or any attachment, that have arisen as a result of e-mail transmission

An EOB is an estimate of benefits. It is not a guarantee of payment or of the amount charged for treatment rendered. Lovett Dental has attempted to work closely with the patient and her insurance company, but at this time have exhausted all resources in an attempt to collect from the insurance...

company. As a service provider Lovett Dental can request insurance payments, but we cannot force an insurance company to pay. Lovett Dental has suggested that the patient work with her insurance company to request any remaining benefits deserved.

Sent: Friday, July 01, 2016 2:28 PM To: drteam Subject: Lovett Dental Revdex.com Complaint ID: [redacted]   Good afternoon Revdex.com,   I spoke to the manager Bill F[redacted] at our Lovett Dental Humble Practice and he has contacted and corrected the issue with the [redacted] below. Patient informed us...

she will call you as well.   Thank you, Marcos A[redacted], B.S, R.D.A | Director of Coaching and Development Lovett Dental

Mrs. [redacted] came in to the office as a new patient on 12/29/16. We did 3 crowns and a deep cleaning that day. She had left the office happy. She called me week later to tell me how unhappy she was with the services. How she is in pain, swollen and that her mouth was still numb. Also how she was in...

pain while getting the cleaning done and that the hygienist was rushing on her but she never informed the hygienist that she was in pain while getting the deep cleaning done. I have asked Mrs. [redacted] to come in the same day so we can take a look at her as an emergency but Mrs. [redacted] told me that she doesn’t have the privilege of taking off like I do. After apologizing for 20 minutes she just told me she will just come in in few weeks when her crowns come in to be delivered. On 01/23/17 Mrs. [redacted] came in for her crowns. Unfortunately they did not fit and had to be sent back to the lab for a remake. Mrs. [redacted] came to my office and we talked for 45 minutes. Again I was apologizing for the inconvenience and Mrs. [redacted] was repeating the same story of her experience with us from the first visit. I had told Mrs. [redacted] that I already spoke with my staff and that the hygienist was hurt and almost started to cry knowing that Mrs. [redacted] was in pain and she never told her. Also the hygienist didn’t finish on her till 7:30pm that day and we close at 6:00pm. I explained that to Mrs. [redacted] is she was rushing on her she would have finished her before 6pm but she stayed late to make sure she does a good job no matter on how long it takes. Also I thanked Mrs. [redacted] for letting me know about all her experience and that we never had this many complaints from one patient. That we always want to do better! She left thanking me and I told her we will rush the case for her crown to have them back ASAP! The net day her husband calls me and starts yelling at me over the phone. Telling me that I better do not interrupt him and listen to him what he hast to say. He starts of by saying how dare you never apologized to my wife after everything you guys did to her. Then I had to stop him and told him I am not sure what Mrs. [redacted] told you but I was apologizing to her yesterday for 45 minutes. Then he went to tell me he will contact the state board and sue us. I couldn’t even talk with him since he was yelling the whole time. I just hung up the phone. Five minutes late Mrs. [redacted] called with her husband on the phone. I told Mrs. [redacted] that I do not appreciate her husband calling me and yelling at me. Then he calmed down and wanted to hear my side of the story. While I was talking the whole time Mrs. [redacted] was trying to interrupt me. I told them how I do not appreciate people twisting my words and posting inaccurate information about me. She posted on Google twice and with you guys how I NEVER apologized. How I didn’t care that she was upset. How she should feel sorry that the hygienist was crying and how she is the first person to ever complain about us. I told him all of those were not true. I apologized 1000 of times. The hygienist almost cried and Mrs. [redacted] was the only person who had this many complains. Not that she is the only one ever complaining. That would be silly of me to say. No one is perfect but we do the best we can! The husband in between all this was telling Mrs. [redacted] to let me talk. Then I asked them if this is about money I have no problem reimbursing the money you guys paid. Mrs. [redacted] then got quite but the husband thanked me and told me NO we don’t want the money and that his wife will come in for her next visit. He just asked me if we could rush the cases to come in soon which I explained that to him too that I already did that and told Mrs. [redacted] already. Also she did tell me that she was in pain again this day and I told her to come in so we can take look at her and she did not want to. Also the husband told me that the reviews that they posted can be revised. To be honest I am not sure how else to help Mrs. [redacted].  I even told myself next time she comes in I should ask her to have our conversations recorded or I will not be alone with her in my office because God knows she will change things again on me. If she is in pain I have asked her multiple times to come in. I have apologized to her and offered her the refund for the services. Also God knows the whole office is praying that her crowns fit on her next visit. I am just not sure what else I can do! If you have a advice for me please call me and tell me because in my 16yrs of experience I just don’t know how to make Mrs. [redacted] happy. She told me she will not come back to us anymore which I told her I am sad to hear that but I understand and also that she needs to continue with her visits if not us at another dental office so she doesn't need to do a deep cleaning again. Thank you,Aida [redacted]

The insurance company paid as though the provider was an out-of-network provider.  When Lovett received the overpayment we notified the insurance company to send a refund request letter.  Lovett Dental never received a refund request.  We went ahead and sent the overpayment back to...

the insurance company in the amount of $641.65 without the refund request.  Lovett has followed up and the check has been received by the insurance company.

The Lovett Dental manager responded not to resolve the issue but to put a blame and make accusations. I have the right as a client to complain when my rights are not fulfilled. Again, below is the detail of the events that lead to this complaint.  I am a client that had a terrible experience from the care of Lovett Dental staff located in 6137 Kirby Drive, Houston, Texas. My first dental visit was on December 29, 2016 at 1400H for new crown on left lower teeth 2nd and 3rd molar and replacement of crown on right upper teeth 1st premolar. During the preparation for the crown Dr. Barbara [redacted] ( the staff calls her Dr. B) had issues, malfunctioning of the equipment. Another staff assisting her was in a rush to leave to pick up her car. She was the one who made the mold for the permanent crown and temporary crown on left lower teeth 2nd and 3rd molar which later when I was actually able to chew food it was too high that it’s hitting my upper teeth thus, I was prepared the temporary discomfort eating my food. Furthermore, the other dental staff took over the other staff that was in a hurry to leave. She then prepared the temporary right upper teeth 1st premolar ill fitted. While she was performing the task the hygienist indirectly telling her to hurry up so she can start the cleaning. At this time my mouth so numb that I can barely open my mouth and the staff keeps on telling me to open my mouth wide, I repeatedly told her I can’t using my hand gesture but despite letting her know that she still ask me to do so. She said she understood but yet she would ask me again to open my mouth wider. I cannot express myself effectively enough because I cannot talk my mouth was so numb yet during the deep cleaning I had an extreme pain 10/10 on a pain scale. I had to tolerate it for many reasons: My mouth was totally numb, my mandible felt like about to break, hygienist had to place a mouth piece to keep my mouth open I tried using my hand gesture but they were both focused on just finishing the task Dr. Barbara [redacted] was gone (According to Aida [redacted] the local anesthetic will be ineffective at that time)   In regards to this statement “Also the hygienist didn’t finish on her till 7:30pm that day and we close at 6:00pm. I explained that to Mrs. [redacted] is she was rushing on her she would have finished her before 6pm but she stayed late to make sure she does a good job no matter on how long it takes.” The hygienist completed the task at 1900H not 1930H. I paid the $ 3,503.45 in cash at 1903H as reflected in my receipt. My husband had to call me because he was worried it was late I was there since 1400H. At 1930H I was home with my family.   “She had left the office happy” Were did you gather the statement above. I can barely talk when I left; I was drooling in my suit and on the floor. None of your 2 staff that night made sure I had a napkin to catch the drool and reminded me about it. I was extremely tired I was there for 5 hrs just for preparation for new crown on left lower teeth 2nd and 3rd molar, replacement of crown on right upper teeth 1st premolar and deep cleaning. I was very disappointed that night but I cannot express it due to my medical limitations, my mouth being numbed. Your client should come first. If you cannot perform the procedure efficiently and comfortably for your client do not perform it.   I made a phone call to the dental clinic the following day December 30, 2016 @ 1025H, 1340H, 1459H, and 1555H. I attempted to speak directly with Dr. Barbara [redacted]. First call the physician was not available, left a message to the receptionist she told me she will give the message to her. No call back from the physician therefore, I attempted to call again the second, the third time same response from the receptionist. Finally, at 1555H I was worried that Dr. Barbara [redacted] will leave without talking to me with my concern I insisted to be on hold. When I told her my concerns my mouth still numb, my face very edematous and still having a lot of pain she said it was normal but if I am worried I can go to the clinic. I told her I never had the signs and symptoms when I had my crown, root canal deep cleaning done in the past that is why I was concerned. I did not want to have irreversible complications from dental procedure.   On January 6, 2017 after persistent discomfort plus my terrible experience with the dental procedure I decided to call the manager Aida [redacted]. I tried to tolerate everything but the discomfort was not dissipating. I did mention to her I do not have the privilege just to take off, I have to work and on the weekend their clinic is close only for pediatric patients which is my available days.   On January 23, 2017 at 1400H I came in to have my permanent crown placed, again it was a disappointment “the crown did not fit” I had to go thru pain again 10/10. The temporary crown was removed, in the process I had extreme sensitivity on my left lower teeth 2nd and 3rd molar. Dr. Barbara [redacted] was aware of my pain but nothing was done she said it was normal. In addition, when the temporary crown was removed I smelled a foul odor, I asked the doctor because I was concerned she said because of the temporary crown. I had to ask her if irrigation of antibiotic necessary to prevent problem, she instructed the staff to irrigate with mouthwash instead.   When I was exiting the clinic I had to ask for the manager so I can speak with her regarding another issue I encountered. Meanwhile, I was gagging because I had a very unpleasant taste in y mouth I had to ask the manager Aida [redacted] for a toothbrush and toothpaste. Apparently there was dried glue in my mouth that I had to manually remove plus brush it off. The dental staff just left it in my mouth, did not even put a little effort to remove it. It was a terrible feeling and taste. Again, I asked myself “how does Lovett dental treat their clients” I hope no one is experiencing what I am going thru because nobody deserves that kind of treatment. As your client I have the right to receive the right treatment and procedure. I have the right to be comfortable. I do not have to have pain and discomfort to have dental procedure done. Am I right or am I wrong.     As soon as I walked in the office the first sentence that Aida [redacted] said “the hygienist feel bad, she was hurt she had to stay over and all she got was a complain from the patient. She would rather be home with her family but she stayed for you. She said she will never do it again. My staff cannot work overtime so she had to adjust her time. She also mentioned she spoke to her staff regarding my complain. She only apologized when I defended myself on what she was telling me about the hygienist. What she does to her staff is not my concern. She also mentioned that I was the only one that complain, which offended me then, she rephrased it when I commented about it. She then said many complaints.   I was still disappointed when I left the clinic, actually traumatized that I have to go thru pain again.   My husband saw me suffer everyday since December 29, 2016 and he knows I am a very patient person always try to tolerate things. As a concern husband after I informed him that I had to go thru pain again due to ill fitted permanent crown he called the clinic to make them also realize that my suffering has to be ended. I needed another voice, someone that cares about my wellbeing.   In regards to this statement “Then I asked them if this is about money I have no problem reimbursing the money you guys paid. Mrs. [redacted] then got quite but the husband thanked me and told me NO we don’t want the money and that his wife will come in for her next visit”   I was quite because I was extremely disappointed on how she was trying to treat me like she mentioned above” is it about the money”. I was thinking at that time how insensitive this person is about my suffering, the pain is not worth that money. What she actually said she will reimburse the money and I can go to another dentist. I responded to her “I will not go to another dentist to take over the incomplete procedure because in the future the Lovett dental has the full responsibility for the end result or any complications may occur”.     “Also the husband told me that the reviews that they posted can be revised.” My husband did not mention about revising reviews, the reviews are factual just so all my statements.       “I even told myself next time she comes in I should ask her to have our conversations recorded or I will not be alone with her in my office because God knows she will change things again on me. If she is in pain I have asked her multiple times to come in”.   Again, all my statements are factual . I agree a conversation can be recorded only with the consent of both parties and with equal number of witnesses. Moreover, patient’s confidentiality has to be maintained at all times inside and outside work.   To summarize, the reason I had to file a complaint because my rights as a client was not fulfilled as expressed in details above.   Respectfully,    [redacted]   Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,