Stanley Leger Taxidermy

Re Complaint# [redacted] ***, I believe that Crowns Now Dentistry has tried to communicate the reason that the [redacted] balance remains on [redacted] account in the conversations that we have had with [redacted] On 4/29/ [redacted] was given an ESTIMATE of what his patient portion would be for the service that he needed, a surgical extraction of tooth #5, the fee was $ [redacted] and the estimated patient portion was $***, patient signed the treatment plan estimate that clearly stated the extraction was to be surgical, prior to services being rendered and paid $ [redacted] at time of check out after services were rendered Crowns Now has never intentionally filed an incorrect code to any insurance based on the higher feeWe code all services provided to our patients within ADA guidelines We have attempted to explain to [redacted] that the balance due is the result of [redacted] being applied to his deductibleWe have also sent the patient copies of the EOB’s and the treatment plan estimate that the patient signed from the date of service 4/29/We have discussed his concerns with his insurance company and they agree that the claim was filed correctly with the correct code and that the [redacted] balance on the account is truly the patient’s responsibility We have not submitted [redacted] 's account to a credit agency, so this balance is not affecting [redacted] credit in any way as of 7/07/ We are truly sorry that [redacted] feels that he was in any way taken advantage of but we have been very honest and forthcoming with him and all of our patients Sincerely, [redacted]

As stated, I have invested so much time with this company with no results or implants At some point, Crowns Now should accept responsibility for their action regarding this matter Again, in my response, I stated that the implants were, in fact, scheduled to be placed in December, At that time, I repeat again, no extraction or scan were required; therefore, the care plan and management cooperation is highly questionable It would have never reached this point, if management had responded and given their upmost care to, namely a new client I allowed this business an opportunity to service my dental needs, reached out to them via several means and they have failed to satisfy their customer over two months later If this is an accredited business, when does excellent customer service and satisfaction become essential to their customer

As my detailed statement specifically states, at the initial visit the CT scan was, in fact questioned several times by me It was stated that it was necessary; however, I later disagreed to the CT scan, since another practice did not warrant it to perform the CT scan in the letter to DrH*** As a new patient, I feel that this practice failed to provide service (care plan) in a timely manner Initially, I was told weeks, no patient should have to wait this long for any service or a care plan If there was a delay regarding the care plan, why was I not contacted prior to February 14, with an explanation for the delay? In addition, if excellent customer service was important to this practice, as well as the business of a new patient, I would have received a response from management previously after several noted attempts In the statement from the business, it states, that they did not receive a response from me after their call on February 14, but they failed to state, that I called a few weeks prior inquiring why the care plan has taken this long to receive In addition, when I addressed the letter to DrH***, no response was received from her as well I feel as a courtesy, if a client has a concern a response would show professional and genuine care By February 14, I felt that the business failed to respond to my request for management attention in a timely manner; therefore, no further care from this practice would be needed Again, I state, it should not have taken greater than three weeks for a care plan to be received In addition, the care plan indicates that an extraction is needed; this has never been indicated to me by any other dentistry Therefore, as the client, the care, service and managerial attention at this practice is highly questionable After the initial visit on January 16, I was not expecting this length of time for a care plan or further service to be provided by this dentistry It will soon be two months, with no resolution and no implants after giving this dentistry my time and money for service In addition, MsH [redacted] states, that I did not respond to their calls on two occasions; however, it was not stated that no response was given to me after two attempts by the staff to her personal voicemail as the Operations Manager of this dentistry Honestly, I feel if this practice genuinely cared for my business, a professional, kind resolution would have been granted without recourse There has been a tremendous amount of unnecessary time to resolve this matter I feel my refund request is fair and reasonable for the time spent regarding this matter and a professional, genuine way for the practice to resolve this matter with me It is important for any and all businesses to provided excellent customer service to their clients If at any time, this is compromised in any way, it is the professionalism of the business and managerial staff to correct the issue in the very best possible manner I have never experience this type of service or cooperation with any business or practice and I apologize for any inconvenience this has caused

Hello,Ms [redacted] was seen at our office on 1/16/for an implant consultOur office was happy to help her with this and in order to deliver the best care we require a CT scan prior to treatment planning any implant procedureHer prior dentist sent us a single periapical film of tooth #and this was insufficient to diagnose and treatment plan in regards to an implant, we called that office to see if they had taken a recent CT Scan and they did not have any CT Scans in her recordsWe made Ms [redacted] aware of this and she agreed to the imaging procedureWe are sorry that Ms [redacted] feels that the CT Scan was unnecessary, but this is our office protocolMs [redacted] was also told that DrKatie B [redacted] would review her CT Scan and she would work with DrH [redacted] to develop a treatment plan and we would contact her with that plan as soon as possibleShe was called on 2/14/and 2/28/2018, a message was left asking her to return the call so the implant treatment plan could be discussed, Ms [redacted] has not called back to discuss this treatment plan with our teamDrH [redacted] and DrKB [redacted] feel confident that they informed the patient of why she needed the CT Scan prior to the patient agreeing to have the scan completed, they took the time necessary to develop the best treatment plan for her and she was called to review the treatment plan within an acceptable amount of timeAs always we try to consider the concerns of our patients and work diligently to ensure a pleasant experience Thank you,Jerri H*** Practice AdministratorCrowns Now Family Dentistry864- [redacted]

We have responded to the complaint made by Ms [redacted] We are very apologetic that she feels that Crowns Now did not respond to her in a timely mannerI understand that she left messages for management to return her call and again, I apologize that those messages were not received by me, the Practice AdministratorWe strive to make each patient experience the best that it can possibly be and I feel that we honestly did all that we could do to inform Ms [redacted] of the need for the CT scan, we called her previous dentist and they did not have a CT scan on file as Ms [redacted] had statedIn order to give Ms [redacted] a proper diagnosis, the CT scan was necessaryWe would be happy to forward the CT scan to her future dentist if she chooses, and they can use the images for her treatmentMs [redacted] is welcome to contact me at 864- [redacted] if she would like to discuss pursuing her treatment with our Crowns Now officesAgain, we sincerely apologize for the delay in getting her treatment plan but the time was needed to confer with the doctor that places the implants Best Regards,Jerri S*Practice AdministratorCrowns Now Family Dentistry

As stated in previous responses, Crowns Now failed to respond in a timely manner and clearly mismanaged my dental file and care It is clearly stated in their response If the care plan required more than weeks as initially stated to me, why was I not contacted, this would have been an professional means to handle any issues or concerns with their client Also, Crowns Now’s care plan states that I need an extraction; however, this has not been stated to me by any other dentistry I repeat in my statement that the implants were scheduled to be placed in December , 2017; however, I opted to allow Crowns Now this opportunity for my dental care needs and they have failed to comply in a timely manner It has now been three (3) months and I have not settle this matter with Crowns Now As stated previously, due to the issues and concerns with this dentistry, I do not care to proceed with any services The refund as requested is a simple, genuine and professional means to resolve this matter with me for the lengthy time and effort spent with this dentistry How much more time to we need to spend resolving this matter?

As I have stated in a previous response to Ms***'s complaint regarding the charge for the CT ScanWe have a standard of care that requires us to have the proper diagnostic images in order to diagnose patient needs and to give the patients a treatment plan based on those diagnostic imagesWe stand firmly on the fact that this was explained to Ms*** and she understood the fee associated with the CT Scan that was taken at her implant consultation visitWe cannot treatment plan implants or know what will be needed with out the CT ScanAgain, we will happily give Ms*** a copy of her scan to take to the provider of her choice, this way she will not need another CT Scan for them to diagnose her needsWe do not feel that we should refund the cost of the scan because the fee was explained and the reason for the need of the CT Scan was explained. We do regret that Ms*** feels she had a less than great experience with our office. Sincerely,Jerri SH*** Practice AdministratorCrowns Now Family Dentistry

In response to the implants being scheduled in December, the procedure was scheduled with a provider not affiliated with Crowns Now and I am unable to comment on their standards of careI apologize that your messages did not get through to me, we are currently having a new phone system installed and this has caused a few issues, this is not an excuse but simply a reason that your call was not returned, I attempt to respond to all messages within hours and unfortunately, I did not get your messagesAgain, Crowns Now has a standard of care that we adhere to and that includes all implant consult patients either bring in a current CT scan or have one taken at our facilityThis ensures that our patients receive the best care we can deliverWe will be happy to send you a copy of this in the mail so that you are able to use this with your new dental providerWe sincerely regret that your experience was not what you expected. Sincerely, Jerri SH*** Practice AdministratorCrowns Now Family Dentistry

As stated, I have invested so much time with this company with no results or implants. At some point, Crowns Now should accept responsibility for their action regarding this matter. Again, in my response, I stated that the implants were, in fact, scheduled to be placed in December, 2017. At that time, I repeat again, no extraction or scan were required; therefore, the care plan and management cooperation is highly questionable. It would have never reached this point, if management had responded and given their upmost care to, namely a new client. I allowed this business an opportunity to service my dental needs, reached out to them via several means and they have failed to satisfy their customer over two months later. If this is an accredited business, when does excellent customer service and satisfaction become essential to their customer

Re Complaint#***
***,
I believe that Crowns Now Dentistry has tried to communicate
the reason that the *** balance remains on *** *** account in the
conversations that we have had with *** ***On 4/29/*** *** was
given an ESTIMATE of what his patient
portion would be for the service
that he needed, a surgical extraction of tooth #5, the fee was $*** and the estimated
patient portion was $***, patient signed the treatment plan estimate that
clearly stated the extraction was to be surgical, prior to services being
rendered and paid $*** at time of check out after services were rendered.
Crowns Now has never intentionally filed an incorrect code
to any insurance based on the higher feeWe code all services provided to our
patients within ADA guidelines
We have attempted to explain to *** *** that the
balance due is the result of *** being applied to his deductibleWe have also
sent the patient copies of the EOB’s and the treatment plan estimate that the patient signed from the
date of service 4/29/We have discussed his concerns with his insurance company and
they agree that the claim was filed correctly with the correct code and that
the *** balance on the account is truly the patient’s responsibility
We have not submitted *** ***'s account to a credit agency, so
this balance is not affecting *** *** credit in any way as of 7/07/
We are truly sorry that *** *** feels that he was in any way taken advantage of but we have been very honest and forthcoming with him and all of our patients
Sincerely,
*** ***

After not receiving a response from the dentist in ***, SC as well as a lengthy delay to received the care plan (as explained in my complaint), I contacted other offices under the Crowns Now organization, inquiring about management-ownership, I was informed that the main office is on ***
*** in ***, SC. This is the location where I received further information and the name of MsJerri H***, Operations Manager, who I left messages on a voice mail system, as stated, she has not contacted me to date.
Also, the scan and additional information (previous dental records) received from me were sent to ***, SC for review and a care plan was to be generated from the ***, SC office. This was specifically told to me on the initial day of service. In addition, the implants are performed in ***, SC. From the information received, the ***, SC is the primary location and is the point of contact to resolved this matter.
Please feel free to contact me if you require further information

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. Regards,*** ***
The scan is not needed or required by the other dentistry, a prominent periodontal dental practice, specializing in the entire structure of the teeth. As stated, to resolve this matter, I am requesting the $for the time and inconvenience regarding this matter. Your cooperation regarding this matter is appreciated

As my detailed statement specifically states, at the initial visit the CT scan was, in fact questioned several times by me.  It was stated that it was necessary; however, I later disagreed to the CT scan, since another practice did not warrant it to perform the CT scan in the letter to Dr. H[redacted].   As a new patient, I feel that this practice failed to provide service (care plan) in a timely manner.  Initially, I was told 2 weeks, no patient should have to wait this long for any service or a care plan.  If there was a delay regarding the care plan, why was I not contacted prior to February 14, with an explanation for the delay?  In addition, if excellent customer service was important to this practice, as well as the business of a new patient, I would have received a response from management previously after several noted attempts.   In the statement from the business, it states, that they did not receive a response from me after their call on February 14, but they failed to state, that I called a few weeks prior inquiring why the care plan has taken this long to receive.   In addition, when I addressed the letter to Dr. H[redacted], no response was received from her as well.  I feel as a courtesy, if a client has a concern a response would show professional and genuine care.   By February 14, I felt that the business failed to respond to my request for management attention in a timely manner; therefore, no further care from this practice would be needed.    Again, I state, it should not have taken greater than three weeks for a care plan to be received.  In addition, the care plan indicates that an extraction is needed; this has never been indicated to me by any other dentistry.  Therefore, as the client, the care, service and managerial attention at this practice is highly questionable.    After the initial visit on January 16, I was not expecting this length of time for a care plan or further service to be provided by this dentistry.   It will soon be two months, with no resolution and no implants after giving this dentistry my time and money for service.  In addition, Ms. H[redacted] states, that I did not respond to their calls on two occasions; however, it was not stated that no response was given to me after two attempts by the staff to her personal voicemail as the Operations Manager of this dentistry.   Honestly, I feel if this practice genuinely cared for my business, a professional, kind resolution would have been granted without recourse.  There has been a tremendous amount of unnecessary time to resolve this matter.   I feel my refund request is fair and reasonable for the time spent regarding this matter and a professional, genuine way for the practice to resolve this matter with me.      It is important for any and all businesses to provided excellent customer service to their clients.  If at any time, this is compromised in any way, it is the professionalism of the business and managerial staff to correct the issue in the very best possible manner.  I have never experience this type of service or cooperation with any business or practice and I apologize for any inconvenience this has caused.

Hello,Ms. [redacted] was seen at our office on 1/16/2018 for an implant consult. Our office was happy to help her with this and in order to deliver the best care we require a CT scan prior to treatment planning any implant procedure. Her prior dentist sent us a single periapical film of tooth #2 and this was insufficient to diagnose and treatment plan in regards to an implant, we called that office to see if they had taken a recent CT Scan and they did not have any CT Scans in her records. We made Ms. [redacted] aware of this and she agreed to the imaging procedure. We are sorry that Ms. [redacted] feels that the CT Scan was unnecessary, but this is our office protocol. Ms. [redacted] was also told that Dr. Katie B[redacted] would review her CT Scan and she would work with Dr. H[redacted] to develop a treatment plan and we would contact her with that plan as soon as possible. She was called on 2/14/2018 and 2/28/2018, a message was left asking her to return the call so the implant treatment plan could be discussed, Ms. [redacted] has not called back to discuss this treatment plan with our team. Dr. H[redacted] and Dr. K. B[redacted] feel confident that they informed the patient of why she needed the CT Scan prior to the patient agreeing to have the scan completed, they took the time necessary to develop the best treatment plan for her and she was called to review the treatment plan within an acceptable amount of time. As always we try to consider the concerns of our patients and work diligently to ensure a pleasant experience.  Thank you,Jerri H[redacted] Practice AdministratorCrowns Now Family Dentistry864-[redacted]

As stated in previous responses, Crowns Now failed to respond in a timely manner and clearly mismanaged my dental file and care.  It is clearly stated in their response.  If the care plan required more than 2 weeks as initially stated to me, why was I not contacted, this would have been an professional means to handle any issues or concerns with their client.  Also, Crowns Now’s care plan states that I need an extraction; however, this has not been stated to me by any other dentistry.  I repeat in my statement that the implants were scheduled to be placed in December , 2017; however, I opted to allow Crowns Now this opportunity for my dental care needs and they have failed to comply in a timely manner.  It has now been three (3) months and I have not settle this matter with Crowns Now.  As stated previously, due to the issues and concerns with this dentistry, I do not care to proceed with any services.   The refund as requested is a simple, genuine and professional means to resolve this matter with me for the lengthy time and effort spent with this dentistry.  How much more time to we need to spend resolving this matter?

We have responded to the complaint made by Ms. [redacted]. We are very apologetic that she feels that Crowns Now did not respond to her in a timely manner. I understand that she left messages for management to return her call and again, I apologize that those messages were not received by me, the Practice Administrator. We strive to make each patient experience the best that it can possibly be and I feel that we honestly did all that we could do to inform Ms. [redacted] of the need for the CT scan, we called her previous dentist and they did not have a CT scan on file as Ms. [redacted] had stated. In order to give Ms. [redacted] a proper diagnosis, the CT scan was necessary. We would be happy to forward the CT scan to her future dentist if she chooses, and they can use the images for her treatment. Ms. [redacted] is welcome to contact me at 864-[redacted] if she would like to discuss pursuing her treatment with our Crowns Now offices. Again, we sincerely apologize for the delay in getting her treatment plan but the time was needed to confer with the doctor that places the implants.  Best Regards,Jerri S. H[redacted]Practice AdministratorCrowns Now Family Dentistry