Stonebrook Dental Care

Mr [redacted] called a few days prior to his dental appt sched on 6/29/and asked only question" do I have a copay for my dental cleaning" He did not mention there was a change in his insurance, only if he had a copay for a routine dental cleaning Based on the dental ins as stated on our file which is with Delta Dental of Ca..patient did not have a copay for his routine dental check up and teeth cleaning since he started coming to our office(2013) However the front office staff was not advised by our patient that he had changed his insurance plan Based on the current insurance info on file (not knowing pt changed his policy to a new plan), we are in network with his "current" plan that was the correct and truthful answer the front desk girl responded.Upon checking out the patient the computer defaulted to a patient copay, at that time the front girl asked Mr [redacted] if he had a change in his dental insurance policy AT THAT TIME he then advised the front staff of the change Further search confirmed the change of his insurance to an HMO Since our office is not a HMO provider he has a copay Patient stated he knew Dr [redacted] was not a HMO provider because he originally came to our office with HMO insurance Patient wanted Invisalign treatment so he changed his plan to PPO in order to have ins augment with the cost and stated when he completed the Invisalign txt he changed back to the HMO policy...and this new HMO policy was activated as of 01/01/ The PPO policy termed on 12/31/ Patient presented in office for his routine cleaning and check up appoitnment on 12/22/in which PPO paid 100% (therefore no copay due from Mr***)Patient signed our office policy stating that " IT IS THE PATIENT'S RESPONSIBILITY TO NOTIFY OUR OFFICE OF ANY CHANCES TO THEIR INFORMATION, INCLUDING ANY CHANGES IN THEIR INSURANCE POLICY".As an act of goodwill Dr [redacted] compromised with Mr [redacted] and wrote off a portion of his balance due on that day The total cost for treatment rendered on 6/26/was $and Dr [redacted] conceded to only charge Mr [redacted] $97.Dr ***

Patient [redacted] presented in office on September 20, for new patient exam and xrays Patient's chief complaints were her wisdom teeth erupting and causing her pain Her dental insurance benefits were obtained and applied to her treatment plan It is our office policy to go over patient's expected copays with the patient so they know what to expect before the next appointment Ms [redacted] indicated she did not have the funds available in her checking account Since our office does not offer in office payment plans, I discussed with Ms [redacted] the various third party payment options She chose Care Credit, and I assisted with the online application processAs you can see in her complaint details, Ms [redacted] gave consent to apply and signed the application forms She was approved by Care Credit / third party finance bank Again, I informed her this was not an obligation to use but an option She would advise me her decision on the day of treatment We were unable to go into much further details as she was in a rush to return to work, and the hustle of it all she accidently "took off with the signed application forms" In my previous communications with Ms***, I reassured her she only completed the application process and no funds were charged from the account We would charge the credit card on the day of her treatment and not anytime before Care credit is like a credit card and would require her signature to complete the transaction Thus patient scheduled an appointment for treatment on WED10/12/at 9:00amOn Friday 9/23/patient called requesting a copy of her xrays to emailed to her Since we were having technical difficulties, on 9/28/our office staff called patient to follow up with Ms [redacted] to make sure she received them Patient never responded to our text messages, emails, nor phone messages Not having any type of a response to simply confirm receipt of the xrays, we then wanted to know if she was coming to her dental appoitment on 10/12/ The nature of her appointment was with our specialist that only comes in our office one day a month He only has four appointment spots available for the day and we need a confirmation from Ms***--and yet she refused to respond to a simply email confirming receipt of her xrays.Our office has made various attempts contact to clarify and resolve her concerns It is never our intentions to mislead our patients, it is not our office practice to commit fraudulent activitesWe do not discriminate based on their age, color or creed As for Ms***'s desired settlement; I am would like to welcome back to our office

Hi ***!Here is the CareCredit application you and I had just discussedPlease see attached documentThanks!

Patient [redacted] presented in office on September 20, 2016 for new patient exam and xrays.  Patient's chief complaints were her wisdom teeth erupting and causing her pain.  Her dental insurance benefits were obtained and applied to her treatment plan.  It is our office policy to go...

over patient's expected copays with the patient so they know what to expect before the next appointment.  Ms. [redacted] indicated she did not have the funds available in her checking account.  Since our office does not offer in office payment plans, I discussed with Ms. [redacted] the various third party payment options.  She chose Care Credit, and I assisted with the online application process.. As you can see in her complaint details, Ms. [redacted] gave consent to apply and signed the application forms.  She was approved by Care Credit / third party finance bank.  Again, I informed her this was not an obligation to use but an option.  She would advise me her decision on the day of treatment.  We were unable to go into much further details as she was in a rush to return to work, and the hustle of it all she accidently  "took off with the signed application forms".  In my previous communications with Ms. [redacted], I reassured her she only completed the application process and no funds were charged from the account.  We would charge the credit card on the day of her treatment and not anytime before.  Care credit is like a credit card and would require her signature to complete the transaction.  Thus patient scheduled an appointment for treatment on WED. 10/12/16 at 9:00am.. On Friday 9/23/16 patient called requesting a copy of her xrays to emailed to her.  Since we were having technical difficulties, on 9/28/16 our office staff called patient to follow up with Ms. [redacted] to make sure she received them.  Patient never responded to our text messages, emails, nor phone messages.  Not having any type of a response to simply confirm receipt of the xrays, we then wanted to know if she was coming to her dental appoitment on 10/12/16.  The nature of her appointment was with our specialist that only comes in our office one day a month.  He only has four appointment spots available for the day and we need a confirmation from Ms. [redacted]--and yet she refused to respond to a simply email confirming receipt of her xrays.Our office has made various attempts contact to clarify and resolve her concerns.  It is never our intentions to mislead our patients, it is not our office practice to commit fraudulent activites. We do not discriminate based on their age, color or creed.  As for Ms. [redacted]'s desired settlement; I am would like to welcome back to our office.

Mr. [redacted] called a few days prior to his dental appt sched on 6/29/2016 and asked only 1 question. " do I have a copay for my dental cleaning".  He did not mention there was a change in his insurance, only if he had a copay for a routine dental cleaning.  Based on the dental ins as stated...

on our file which is with Delta Dental of Ca..patient did not have a copay for his routine dental check up and teeth cleaning since he started coming to our office(2013)  However the front office staff was not advised by our patient that he had changed his insurance plan.  Based on the current insurance info on file (not knowing pt changed his policy to a new plan), we are in network with his "current"  plan that was the correct and truthful answer the front desk girl responded.Upon checking out the patient the computer defaulted to a patient copay, at that time the front girl asked Mr. [redacted] if he had a change in his dental insurance policy.  AT THAT TIME he then advised the front staff of the change.  Further search confirmed the change of his insurance to an HMO.  Since our office is not a HMO provider he has a copay.  Patient stated he knew Dr. [redacted] was not a HMO provider because he originally came to our office with HMO insurance.  Patient wanted Invisalign treatment so he changed his plan to PPO in order to have ins augment with the cost and stated when he completed the Invisalign txt he changed back to the HMO policy...and this new HMO policy was activated as of 01/01/2016.  The PPO policy termed on 12/31/215.  Patient presented in office for his routine cleaning and check up appoitnment on 12/22/2015 in which PPO paid 100% (therefore no copay due from Mr. [redacted])Patient signed our office policy stating that " IT IS THE PATIENT'S RESPONSIBILITY TO NOTIFY OUR OFFICE OF ANY CHANCES TO THEIR INFORMATION, INCLUDING ANY CHANGES IN THEIR INSURANCE POLICY".As an act of goodwill Dr. [redacted] compromised with Mr. [redacted] and wrote off a portion of his balance due on that day.  The total cost for treatment rendered on 6/26/16 was $155 and Dr. [redacted] conceded to only charge Mr. [redacted] $97.Dr [redacted]

I am rejecting this response because: That is not proof! That is the one I had originally attached to my last email with my proof because I wrote in BLUE ink. I have my text messages from your business asking for my new patient paperwork. I will be looking into this matter with a lawyer. Thank you for trying to be cooperative but that is insulting. I will also be printing this out, and getting a second opinion if that is the original. Thank you for your time [redacted].

Revdex.com:Although this is not a good business practice to NOT verify the insurance information and NOT notify customer of any charges upfront. I don't remember but it seems I have signed a document 3-4 years back, saying that I will notify doctor's office of any changes in my insurance.So I don't think I have an option but to withdraw my request. Thanks for your help.

Review: I had my regular dental cleaning at Stonebrooke dental office on June 29, 2016 and when I was checking out, front desk asked me to pay dental cleaning fees of $97. Even though, I called 2 days prior to the visit and specifically asked, if there will be any out-of-pocket cost for my dental visit and I was told that there will NOT be any charges for dental cleaning.

When I asked for details, I was told that because my dental insurance changed from PPO to HMO and they don’t accept HMO insurance, hence I was supposed to pay cost for cleaning. I disagreed because if this was the case then they should have asked me about the insurance and should have clarified about the cost upfront at the time of scheduling the appointment or at least before the cleaning and NOT after it was all done?

I escalated this to Dr. [redacted], he agreed that, it was his staff's fault to make assumption based on my previous insurance and NOT asking for current insurance status but at the same time, he said I should have notified his office in advance about change in insurance and I have to pay the cost of the dental cleaning.Desired Settlement: I would like to get my refund back.

Business

Response:

Mr. [redacted] called a few days prior to his dental appt sched on 6/29/2016 and asked only 1 question. " do I have a copay for my dental cleaning". He did not mention there was a change in his insurance, only if he had a copay for a routine dental cleaning. Based on the dental ins as stated on our file which is with Delta Dental of Ca..patient did not have a copay for his routine dental check up and teeth cleaning since he started coming to our office(2013) However the front office staff was not advised by our patient that he had changed his insurance plan. Based on the current insurance info on file (not knowing pt changed his policy to a new plan), we are in network with his "current" plan that was the correct and truthful answer the front desk girl responded.Upon checking out the patient the computer defaulted to a patient copay, at that time the front girl asked Mr. [redacted] if he had a change in his dental insurance policy. AT THAT TIME he then advised the front staff of the change. Further search confirmed the change of his insurance to an HMO. Since our office is not a HMO provider he has a copay. Patient stated he knew Dr. [redacted] was not a HMO provider because he originally came to our office with HMO insurance. Patient wanted Invisalign treatment so he changed his plan to PPO in order to have ins augment with the cost and stated when he completed the Invisalign txt he changed back to the HMO policy...and this new HMO policy was activated as of 01/01/2016. The PPO policy termed on 12/31/215. Patient presented in office for his routine cleaning and check up appoitnment on 12/22/2015 in which PPO paid 100% (therefore no copay due from Mr. [redacted])Patient signed our office policy stating that " IT IS THE PATIENT'S RESPONSIBILITY TO NOTIFY OUR OFFICE OF ANY CHANCES TO THEIR INFORMATION, INCLUDING ANY CHANGES IN THEIR INSURANCE POLICY".As an act of goodwill Dr. [redacted] compromised with Mr. [redacted] and wrote off a portion of his balance due on that day. The total cost for treatment rendered on 6/26/16 was $155 and Dr. [redacted] conceded to only charge Mr. [redacted] $97.Dr [redacted]

Consumer

Response:

Although this is not a good business practice to NOT verify the insurance information and NOT notify customer of any charges upfront. I don't remember but it seems I have signed a document 3-4 years back, saying that I will notify doctor's office of any changes in my insurance.So I don't think I have an option but to withdraw my request. Thanks for your help.