Sent: Friday, July 01, 2: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] belowPatient 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
Lovett Dental needs to send me proof of the zero balance for all members of my familyIt's laughable that they would offer this up as a basic courtesy after months of chasing me down with bogus bills.Additionally, they need to contact the Deerbrook Lovett Dental office located at SteA, US-59, Humble, TX 77338and make certain that the managers recognize that we have a zero balance and that all current claims are null and voidI want a letter from both the central billing office as well as the deerbrook lovett dental office, and I don't want to waste any more of my own time pursuing this matterHaving paid all of my bills on time, and will all the fault on Lovett's side, they should put in the extra effort to furnish these proofs and conclusively close this caseComplaint will stay upon until these requested actions have happened.============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,
For the three procedures performed there are no dental codesWe use the code - 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
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 Sent: Friday, December 04, 10:PM Subject: Re: You have a New Message from Revdex.com Regarding Complaint # [redacted] We have heard so many excusesWe contacted our insurance [redacted] customer service and they said that our dentist filed us as out of network patient and they would not channel the money back to us [redacted] said that they did receive $from Lovett Dental We are now have no dental insurance because my husband has retired from his employer Sent from [redacted]
The Lovett Dental manager responded not to resolve the issue but to put a blame and make accusationsI have the right as a client to complain when my rights are not fulfilledAgain, 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 Kirby Drive, Houston, TexasMy first dental visit was on December 29, at 1400H for new crown on left lower teeth 2nd and 3rd molar and replacement of crown on right upper teeth 1st premolarDuring the preparation for the crown DrBarbara [redacted] ( the staff calls her DrB) had issues, malfunctioning of the equipmentAnother staff assisting her was in a rush to leave to pick up her carShe 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 foodFurthermore, the other dental staff took over the other staff that was in a hurry to leaveShe then prepared the temporary right upper teeth 1st premolar ill fittedWhile she was performing the task the hygienist indirectly telling her to hurry up so she can start the cleaningAt 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 soShe said she understood but yet she would ask me again to open my mouth widerI 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/on a pain scaleI 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 DrBarbara [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 6:00pmI 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 1930HI paid the $ 3,in cash at 1903H as reflected in my receiptMy husband had to call me because he was worried it was late I was there since 1400HAt 1930H I was home with my family “She had left the office happy” Were did you gather the statement aboveI can barely talk when I left; I was drooling in my suit and on the floorNone of your staff that night made sure I had a napkin to catch the drool and reminded me about itI was extremely tired I was there for 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 cleaningI was very disappointed that night but I cannot express it due to my medical limitations, my mouth being numbedYour client should come firstIf 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, @ 1025H, 1340H, 1459H, and 1555HI attempted to speak directly with DrBarbara [redacted] First call the physician was not available, left a message to the receptionist she told me she will give the message to herNo call back from the physician therefore, I attempted to call again the second, the third time same response from the receptionistFinally, at 1555H I was worried that DrBarbara [redacted] will leave without talking to me with my concern I insisted to be on holdWhen I told her my concerns my mouth still numb, my face very edematous and still having a lot of pain she said it was but if I am worried I can go to the clinicI 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 concernedI did not want to have irreversible complications from dental procedure On January 6, after persistent discomfort plus my terrible experience with the dental procedure I decided to call the manager Aida ***I tried to tolerate everything but the discomfort was not dissipatingI 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, 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/The temporary crown was removed, in the process I had extreme sensitivity on my left lower teeth 2nd and 3rd molarDrBarbara [redacted] was aware of my pain but nothing was done she said it was normalIn 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 crownI 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 encounteredMeanwhile, 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 toothpasteApparently there was dried glue in my mouth that I had to manually remove plus brush it offThe dental staff just left it in my mouth, did not even put a little effort to remove itIt was a terrible feeling and tasteAgain, 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 treatmentAs your client I have the right to receive the right treatment and procedureI have the right to be comfortableI do not have to have pain and discomfort to have dental procedure doneAm 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 patientShe would rather be home with her family but she stayed for youShe said she will never do it againMy staff cannot work overtime so she had to adjust her timeShe also mentioned she spoke to her staff regarding my complainShe only apologized when I defended myself on what she was telling me about the hygienistWhat she does to her staff is not my concernShe also mentioned that I was the only one that complain, which offended me then, she rephrased it when I commented about itShe 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, and he knows I am a very patient person always try to tolerate thingsAs 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 endedI 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 paidMrs [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 moneyWhat she actually said she will reimburse the money and I can go to another dentistI 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 meIf 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 witnessesMoreover, 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,
Subject: Complaint ID# [redacted] Good morning, This complaint was resolved on 07/18/Spoke with the patient to confirm and she was happyPlease let me know if you have any additional questions for meThank you, Aida ***| Office Manager Lovett Dental Kirby DrHouston, Texas ** [redacted] *: 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
Patient's wellness is [redacted] number concernPatient came in as an emergency patientAn extraction was neededAfter extraction was performed, Lovett Dental was not notified of any infectionIt is after extraction that the healing process be from to weeks depending on the patient's ability to healWhen a bridge is permanently set a topical numbing agent is applied, but there may be discomfort and a feeling of pressureThe dentist, at the time of the permanent seating, recommended a full exam follow up, but the Patient has not contacted the office to set up an examAn insurance claim is in the Appeals Process with the Patient's insurance companyLovett dental is dedicated to working closely with the Patient and the Patient's insurance company to resolve any issues or concerns
Lovett Dental attempts to explain all the nuances of an individuals insurance policy to every patientWe also attempt to be very clear about the procedure(s) that will be performedWhen an insurance company verifies benefits they also give us a disclaimer that verification of benefits is not a guarantee of paymentIn this instance the insurance company has again denied coverageThe patient has received a statement for which she is solely responsibleIt is our recommendation that the patient contact the insurance company to get the benefits deservedConcerning the patient's discomfort, the patient was contacted by the dentist as a follow up and was not told of extreme pain and traumaLovett Dental also recommended a follow up exam, but the patient never made an appointmentWe are sorry the patient did not choose to continue with Lovett Dental, but are glad that the patient is continuing her mouth wellness with another dental clinic
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 $without the refund request Lovett has followed up and the check has been received by the insurance company
Sent: Monday, November 28, 11:AM Subject: Complaint ID# [redacted] Hello, This complaint was resolved and the patient used the credit for additional services on 11/01/Please let me know if you have any additional questions for meThank you, Aida ***| Office Manager Lovett Dental Kirby DrHouston, Texas (: (713) 490- [redacted] |7: (713) 490- [redacted] *: 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
Mrs [redacted] came in to the office as a new patient on 12/29/We did crowns and a deep cleaning that dayShe had left the office happyShe called me week later to tell me how unhappy she was with the servicesHow she is in pain, swollen and that her mouth was still numbAlso 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 doneI 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 doAfter apologizing for minutes she just told me she will just come in in few weeks when her crowns come in to be deliveredOn 01/23/Mrs [redacted] came in for her crownsUnfortunately they did not fit and had to be sent back to the lab for a remakeMrs [redacted] came to my office and we talked for minutesAgain I was apologizing for the inconvenience and Mrs [redacted] was repeating the same story of her experience with us from the first visitI 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 herAlso the hygienist didn’t finish on her till 7:30pm that day and we close at 6:00pmI 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 takesAlso I thanked Mrs [redacted] for letting me know about all her experience and that we never had this many complaints from one patientThat 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 phoneTelling me that I better do not interrupt him and listen to him what he hast to sayHe starts of by saying how dare you never apologized to my wife after everything you guys did to herThen 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 minutesThen he went to tell me he will contact the state board and sue usI couldn’t even talk with him since he was yelling the whole timeI just hung up the phoneFive minutes late Mrs [redacted] called with her husband on the phoneI told Mrs [redacted] that I do not appreciate her husband calling me and yelling at meThen he calmed down and wanted to hear my side of the storyWhile I was talking the whole time Mrs [redacted] was trying to interrupt meI told them how I do not appreciate people twisting my words and posting inaccurate information about meShe posted on Google twice and with you guys how I NEVER apologizedHow I didn’t care that she was upsetHow she should feel sorry that the hygienist was crying and how she is the first person to ever complain about usI told him all of those were not trueI apologized of timesThe hygienist almost cried and Mrs [redacted] was the only person who had this many complainsNot that she is the only one ever complainingThat would be silly of me to sayNo one is perfect but we do the best we can! The husband in between all this was telling Mrs [redacted] to let me talkThen I asked them if this is about money I have no problem reimbursing the money you guys paidMrs [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 visitHe 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] alreadyAlso 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 toAlso the husband told me that the reviews that they posted can be revisedTo be honest I am not sure how else to help Mrs*** 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 meIf she is in pain I have asked her multiple times to come inI have apologized to her and offered her the refund for the servicesAlso God knows the whole office is praying that her crowns fit on her next visitI 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] happyShe 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 againThank you,Aida ***
To whom it may concern, In reference to the complaint filed by [redacted] ***, he and his sister, [redacted] ***, came in on July 20th, 2017 for a new patient exam and radiographs. They came with the $69 promotional coupon from the Lovett Dental website in hopes of getting an exam, evaluation and possible... cleaning. Upon further examination, it was discovered that these two patients had not seen a dentist in a few years. Therefore, due to the presence of radiographic and physical calculus (buildup), the dentist and hygienist diagnosed their need for a full mouth debridement. A full mouth debridement is a diagnostic cleaning that enables the clinician to diagnose the future oral health after the treatment (full mouth debridement) has been completed. The standard of care in every dental office in the state of Texas is to give the patients a complete diagnosis and in this case, this cannot be achieved without the full mouth debridement. After a full mouth debridement, the patient may be provided with a prophylactic cleaning depending on oral condition. As stated in the coupon, this offer is exclusively for adults, age 21 and older. [redacted] (DOB: [redacted] ) and [redacted] (DOB: [redacted] ) did not meet the minimum age requirement of 21 yrs which disqualified them from this offer. However, as a courtesy from the office, we gladly accepted both patients and offered them a discounted rate for their exam and radiographs ($50 per patient). Unfortunately, they misunderstood the courtesy discount that was given to them and refused to start on treatments that were diagnosed to them.
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
[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, 12: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 refundMrs [redacted] was happy and thankfulJ Thank you, Aida ***| Office Manager Lovett Dental Kirby Dr Houston, Texas (: (713) 490-|7: (713) 490-*: aida.***@lovettdental.com| :: Lovettdental.com
wow!! I am so sick of thisThis is a he said/she said issue The doctor was Not notified of trauma???? she caused the trauma...she WITNESED IT along with the assistantYou have got to be kidding me I will contact the insurance I do hope people read this evaluationThis has been a Truly emotionally and physically traumatizing and dtraining experience Case closed!!!!!!!!!!!!!!! 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,
Sent: Friday, July 01, 2: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] belowPatient 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
Lovett Dental needs to send me proof of the zero balance for all members of my familyIt's laughable that they would offer this up as a basic courtesy after months of chasing me down with bogus bills.Additionally, they need to contact the Deerbrook Lovett Dental office located at SteA, US-59, Humble, TX 77338and make certain that the managers recognize that we have a zero balance and that all current claims are null and voidI want a letter from both the central billing office as well as the deerbrook lovett dental office, and I don't want to waste any more of my own time pursuing this matterHaving paid all of my bills on time, and will all the fault on Lovett's side, they should put in the extra effort to furnish these proofs and conclusively close this caseComplaint will stay upon until these requested actions have happened.============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,
For the three procedures performed there are no dental codesWe use the code - 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
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 Sent: Friday, December 04, 10:PM Subject: Re: You have a New Message from Revdex.com Regarding Complaint # [redacted] We have heard so many excusesWe contacted our insurance [redacted] customer service and they said that our dentist filed us as out of network patient and they would not channel the money back to us [redacted] said that they did receive $from Lovett Dental We are now have no dental insurance because my husband has retired from his employer Sent from [redacted]
The Lovett Dental manager responded not to resolve the issue but to put a blame and make accusationsI have the right as a client to complain when my rights are not fulfilledAgain, 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 Kirby Drive, Houston, TexasMy first dental visit was on December 29, at 1400H for new crown on left lower teeth 2nd and 3rd molar and replacement of crown on right upper teeth 1st premolarDuring the preparation for the crown DrBarbara [redacted] ( the staff calls her DrB) had issues, malfunctioning of the equipmentAnother staff assisting her was in a rush to leave to pick up her carShe 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 foodFurthermore, the other dental staff took over the other staff that was in a hurry to leaveShe then prepared the temporary right upper teeth 1st premolar ill fittedWhile she was performing the task the hygienist indirectly telling her to hurry up so she can start the cleaningAt 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 soShe said she understood but yet she would ask me again to open my mouth widerI 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/on a pain scaleI 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 DrBarbara [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 6:00pmI 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 1930HI paid the $ 3,in cash at 1903H as reflected in my receiptMy husband had to call me because he was worried it was late I was there since 1400HAt 1930H I was home with my family “She had left the office happy” Were did you gather the statement aboveI can barely talk when I left; I was drooling in my suit and on the floorNone of your staff that night made sure I had a napkin to catch the drool and reminded me about itI was extremely tired I was there for 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 cleaningI was very disappointed that night but I cannot express it due to my medical limitations, my mouth being numbedYour client should come firstIf 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, @ 1025H, 1340H, 1459H, and 1555HI attempted to speak directly with DrBarbara [redacted] First call the physician was not available, left a message to the receptionist she told me she will give the message to herNo call back from the physician therefore, I attempted to call again the second, the third time same response from the receptionistFinally, at 1555H I was worried that DrBarbara [redacted] will leave without talking to me with my concern I insisted to be on holdWhen I told her my concerns my mouth still numb, my face very edematous and still having a lot of pain she said it was but if I am worried I can go to the clinicI 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 concernedI did not want to have irreversible complications from dental procedure On January 6, after persistent discomfort plus my terrible experience with the dental procedure I decided to call the manager Aida ***I tried to tolerate everything but the discomfort was not dissipatingI 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, 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/The temporary crown was removed, in the process I had extreme sensitivity on my left lower teeth 2nd and 3rd molarDrBarbara [redacted] was aware of my pain but nothing was done she said it was normalIn 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 crownI 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 encounteredMeanwhile, 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 toothpasteApparently there was dried glue in my mouth that I had to manually remove plus brush it offThe dental staff just left it in my mouth, did not even put a little effort to remove itIt was a terrible feeling and tasteAgain, 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 treatmentAs your client I have the right to receive the right treatment and procedureI have the right to be comfortableI do not have to have pain and discomfort to have dental procedure doneAm 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 patientShe would rather be home with her family but she stayed for youShe said she will never do it againMy staff cannot work overtime so she had to adjust her timeShe also mentioned she spoke to her staff regarding my complainShe only apologized when I defended myself on what she was telling me about the hygienistWhat she does to her staff is not my concernShe also mentioned that I was the only one that complain, which offended me then, she rephrased it when I commented about itShe 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, and he knows I am a very patient person always try to tolerate thingsAs 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 endedI 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 paidMrs [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 moneyWhat she actually said she will reimburse the money and I can go to another dentistI 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 meIf 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 witnessesMoreover, 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,
Subject: Complaint ID# [redacted] Good morning, This complaint was resolved on 07/18/Spoke with the patient to confirm and she was happyPlease let me know if you have any additional questions for meThank you, Aida ***| Office Manager Lovett Dental Kirby DrHouston, Texas ** [redacted] *: 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
Patient's wellness is [redacted] number concernPatient came in as an emergency patientAn extraction was neededAfter extraction was performed, Lovett Dental was not notified of any infectionIt is after extraction that the healing process be from to weeks depending on the patient's ability to healWhen a bridge is permanently set a topical numbing agent is applied, but there may be discomfort and a feeling of pressureThe dentist, at the time of the permanent seating, recommended a full exam follow up, but the Patient has not contacted the office to set up an examAn insurance claim is in the Appeals Process with the Patient's insurance companyLovett dental is dedicated to working closely with the Patient and the Patient's insurance company to resolve any issues or concerns
Lovett Dental attempts to explain all the nuances of an individuals insurance policy to every patientWe also attempt to be very clear about the procedure(s) that will be performedWhen an insurance company verifies benefits they also give us a disclaimer that verification of benefits is not a guarantee of paymentIn this instance the insurance company has again denied coverageThe patient has received a statement for which she is solely responsibleIt is our recommendation that the patient contact the insurance company to get the benefits deservedConcerning the patient's discomfort, the patient was contacted by the dentist as a follow up and was not told of extreme pain and traumaLovett Dental also recommended a follow up exam, but the patient never made an appointmentWe are sorry the patient did not choose to continue with Lovett Dental, but are glad that the patient is continuing her mouth wellness with another dental clinic
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 $without the refund request Lovett has followed up and the check has been received by the insurance company
Sent: Monday, November 28, 11:AM Subject: Complaint ID# [redacted] Hello, This complaint was resolved and the patient used the credit for additional services on 11/01/Please let me know if you have any additional questions for meThank you, Aida ***| Office Manager Lovett Dental Kirby DrHouston, Texas (: (713) 490- [redacted] |7: (713) 490- [redacted] *: 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
Mrs [redacted] came in to the office as a new patient on 12/29/We did crowns and a deep cleaning that dayShe had left the office happyShe called me week later to tell me how unhappy she was with the servicesHow she is in pain, swollen and that her mouth was still numbAlso 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 doneI 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 doAfter apologizing for minutes she just told me she will just come in in few weeks when her crowns come in to be deliveredOn 01/23/Mrs [redacted] came in for her crownsUnfortunately they did not fit and had to be sent back to the lab for a remakeMrs [redacted] came to my office and we talked for minutesAgain I was apologizing for the inconvenience and Mrs [redacted] was repeating the same story of her experience with us from the first visitI 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 herAlso the hygienist didn’t finish on her till 7:30pm that day and we close at 6:00pmI 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 takesAlso I thanked Mrs [redacted] for letting me know about all her experience and that we never had this many complaints from one patientThat 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 phoneTelling me that I better do not interrupt him and listen to him what he hast to sayHe starts of by saying how dare you never apologized to my wife after everything you guys did to herThen 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 minutesThen he went to tell me he will contact the state board and sue usI couldn’t even talk with him since he was yelling the whole timeI just hung up the phoneFive minutes late Mrs [redacted] called with her husband on the phoneI told Mrs [redacted] that I do not appreciate her husband calling me and yelling at meThen he calmed down and wanted to hear my side of the storyWhile I was talking the whole time Mrs [redacted] was trying to interrupt meI told them how I do not appreciate people twisting my words and posting inaccurate information about meShe posted on Google twice and with you guys how I NEVER apologizedHow I didn’t care that she was upsetHow she should feel sorry that the hygienist was crying and how she is the first person to ever complain about usI told him all of those were not trueI apologized of timesThe hygienist almost cried and Mrs [redacted] was the only person who had this many complainsNot that she is the only one ever complainingThat would be silly of me to sayNo one is perfect but we do the best we can! The husband in between all this was telling Mrs [redacted] to let me talkThen I asked them if this is about money I have no problem reimbursing the money you guys paidMrs [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 visitHe 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] alreadyAlso 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 toAlso the husband told me that the reviews that they posted can be revisedTo be honest I am not sure how else to help Mrs*** 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 meIf she is in pain I have asked her multiple times to come inI have apologized to her and offered her the refund for the servicesAlso God knows the whole office is praying that her crowns fit on her next visitI 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] happyShe 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 againThank you,Aida ***
We will be more than happy to write an explanatory for the patient to forward to the insurance company There is no refund owed the patient
To whom it may concern, In reference to the complaint filed by [redacted] ***, he and his sister, [redacted] ***, came in on July 20th, 2017 for a new patient exam and radiographs. They came with the $69 promotional coupon from the Lovett Dental website in hopes of getting an exam, evaluation and possible... cleaning. Upon further examination, it was discovered that these two patients had not seen a dentist in a few years. Therefore, due to the presence of radiographic and physical calculus (buildup), the dentist and hygienist diagnosed their need for a full mouth debridement. A full mouth debridement is a diagnostic cleaning that enables the clinician to diagnose the future oral health after the treatment (full mouth debridement) has been completed. The standard of care in every dental office in the state of Texas is to give the patients a complete diagnosis and in this case, this cannot be achieved without the full mouth debridement. After a full mouth debridement, the patient may be provided with a prophylactic cleaning depending on oral condition. As stated in the coupon, this offer is exclusively for adults, age 21 and older. [redacted] (DOB: [redacted] ) and [redacted] (DOB: [redacted] ) did not meet the minimum age requirement of 21 yrs which disqualified them from this offer. However, as a courtesy from the office, we gladly accepted both patients and offered them a discounted rate for their exam and radiographs ($50 per patient). Unfortunately, they misunderstood the courtesy discount that was given to them and refused to start on treatments that were diagnosed to them.
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
[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, 12: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 refundMrs [redacted] was happy and thankfulJ Thank you, Aida ***| Office Manager Lovett Dental Kirby Dr Houston, Texas (: (713) 490-|7: (713) 490-*: aida.***@lovettdental.com| :: Lovettdental.com
Sent: Monday, November 28, 10:AM Subject: Complaint ID# [redacted] Good morning, This complaint was resolved on 07/22/and the refund was processedThank you, Aida C***| Office Manager Lovett Dental Kirby DrHouston, Texas (: (713) 490-|7: (713) 490-*: aida.c***@lovettdental.com| :: Lovettdental.com [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted]
wow!! I am so sick of thisThis is a he said/she said issue The doctor was Not notified of trauma???? she caused the trauma...she WITNESED IT along with the assistantYou have got to be kidding me I will contact the insurance I do hope people read this evaluationThis has been a Truly emotionally and physically traumatizing and dtraining experience Case closed!!!!!!!!!!!!!!! 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,