Summerbrook Dental Group

Complaint: ***
I am rejecting this response because: My complaint is not with the Invisalign treatment @ this pointMy complaint is that you charged my Care Credit Card $9k up front, for services not yet performedThe Invisalign services were only $I want $put back onto my credit card as I am being charged interest, and the $9k charge makes my monthly payments with them close to $As soon as I realized the full $9k was charged, I went into your office & spoke with the billing clerks @ the front desk who assured me they would bill my insurance for the services that would be coveredThere was a claim submitted to them & processed on 10/9/I have attached the EOB that shows what was billed & you can see that the Invisalign services were only $Everything else should have some sort of coverage through both of my insurance providersI am 100% frustrated because you have not tried to remedy this situation, all I get back is a real BIG attitude and a bunch of excuses that you are doing everything you canIf that was the case, you would have already tried to bill these services correctly as *** *** has requestedI do see that you did re-bill them yesterday 12/13/Please refund the $charged to my Care Credit Card today
Sincerely,
*** ***

I am sorry to hear about this patient's frustration. We really are doing everything in our power to obtain payment from his insurance companies. Unfortunately, they have been very difficult to work with, and we are doing everything within our power to get some payment so that he will have a credit, which can then be refunded. We are not dragging our feet on this. Every phone call has been answered, every email has been answered, and I have responded personally to this patient. I believe our customer service record is impeccable. Simply because he is not getting the result that he demands is no reason to assert that we have been unreasonable or neglectful in our responses to him. Being charged in advance for treatment is fairly standard of care. Hospitals collect before babies are born, surgeons collect in full before surgeries are rendered. We have on file a conversation that we had with this patient wherein he requested Invisalign services be rendered (among other services). We explained in detail the financial responsibility that would be due, and we explained that this treatment would be collected on Care Credit that same day. He signed the care credit statement authorizing the transaction. This was many months ago, and we are only now hearing about this dispute. He is certainly free to obtain legal counsel, but I believe that he will be frustrated, as these types of cases are very straightforward, and we have signed documentation from the patient authorizing every step of the procedure and financial arrangements. We are working as fast as we can to obtain payment from his insurance companies, and as soon as payment cones through, he will be refunded immediately if it is discovered that he has been overcharged or has overpaid. Until that time however, our hands are tied and we are at the mercy of the insurance companies. They do not move quickly

Thanks for this opportunity.  Patient has 2 insurances, a primary ([redacted]) and a secondary ([redacted]) as he indicated.  [redacted] only let us know last week that they needed additional information, which we provided to them immediately.  So [redacted] has that information in their...

possession now, and they are reviewing the claim to determine how much (if any) of the services they are willing to pay.  Once we hear back from [redacted], then (and only then) can we bill to the secondary insurance company ([redacted]) and they will determine how much (if any) of the services they are willing to pay. If either insurance company makes a payment that brings this patient's balance into a "credit" situation, we will refund that money to him as soon as possible.  We are still working with insurance to determine how much will be paid (if any), and this amount has not yet been determined, and is completely out of our control until insurance finishes processing the claim.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate Dr. Craig's attention to the matter and will be in touch with his office to have the crown replaced. Thank you.
Sincerely,
[redacted]

Thank you so much for making me aware of this situation.  As the owner of this practice, I have taken it upon myself to be personally involved with your case.  You're correct in that the x-ray was not submitted appropriately in the beginning, and those responsible for that are no longer...

with our practice.  I have received word per your insurance company that they received the correct x-ray yesterday and they are now processing your claim.  Of course, insurance companies are notorious for not telling the truth - they could very well come back and say that they don't have the information they need, or they could deny the claim altogether and you may not end up with a credit on your account at all - it's a sad truth that insurance companies often don't tell the truth.  But we're working as hard as we can from our end to make sure that if there are any unfortunate events in the future, it's not because of anything outstanding from our practice.  Please keep in touch with us so that we can keep you updated on the details.  Often it takes insurance companies 60 days to process claims, so we may not see anything for a while.  In the meantime, please disregard any statements you receive from my office for the next 60 days.  Thank you!  [redacted]