Sun Coast Dental

At the initial appointment, patient was accommodated for a same day Saturday appointment due to her painPatient signed paperwork acknowledging it is office policy to charge a $fee for cancellations, per hour bookedAlthough we were unable to verify benefits, we honored patient's insurance forthe exam and x-raysThe needed treatment was explained and patient chose to schedule the appointment rather than fixing the tooth that dayAt patient's request, pain medicine was prescribed as temporary relief until tooth could be fixedOn Tuesday, benefits were verified and patient was given a finalized quote for the treatmentThe appointment was confirmed at that timePatient left a voicemail after hours on Wednesday asking to reschedule appointment due to continued pain on the toothPatient called again on Thursday morning at her appointment time to cancel the appointmentPatient was advised of the fee and became very angry, hanging up on the receptionist and immediately entering the officePatient informed us that because she was physically in our office, we could not charge her a fee for refusing to honor her appointmentInformed patient this was incorrectPatient became very angryAt patient's request, a copy of the paperwork she signed was providedPatient began threatening the receptionist with insuranceand board action and demanding that her card be run and her account be closedAt patient's insistence, her card was run for the $missed appointment chargePatient threw receipt on the counter and demanded that her deductible be charged as wellExplained to patient this was impossible because we had not done any work on her that required a deductiblePatient became even angrier and began loudly complaining to her insurance company on the phone that she experienced a "quality of care" issue in our officePatient signed receipt and threw it in the face of the receptionistPatient left the office and called five minutes later to again threaten the receptionist, stating she was committing "fraud" for charginga fee for her cancellationThe regional manager spoke to a rep from patient's insurance company, who verified that a $perhour fee assessed for a missed appointment is written into the patient's policy

At the initial appointment, patient was accommodated for a same day Saturday appointment due to her pain. Patient signed paperwork acknowledging it is office policy to charge a $25.00 fee for cancellations, per hour booked. Although we were unable to verify benefits, we honored patient's insurance...

forthe exam and x-rays. The needed treatment was explained and patient chose to schedule the appointment rather than fixing the tooth that day. At patient's request, pain medicine was prescribed as temporary relief until tooth could be fixed. On Tuesday, benefits were verified and patient was given a finalized quote for the treatment. The appointment was confirmed at that time. Patient left a voicemail after hours on Wednesday asking to reschedule appointment due to continued pain on the tooth. Patient called again on Thursday morning at her appointment time to cancel the appointment. Patient was advised of the fee and became very angry, hanging up on the receptionist and immediately entering the office. Patient informed us that because she was physically in our office, we could not charge her a fee for refusing to honor her appointment. Informed patient this was incorrect. Patient became very angry. At patient's request, a copy of the paperwork she signed was provided. Patient began threatening the receptionist with insuranceand board action and demanding that her card be run and her account be closed. At patient's insistence, her card was run for the $50 missed appointment charge. Patient threw receipt on the counter and demanded that her deductible be charged as well. Explained to patient this was impossible because we had not done any work on her that required a deductible. Patient became even angrier and began loudly complaining to her insurance company on the phone that she experienced a "quality of care" issue in our office. Patient signed receipt and threw it in the face of the receptionist. Patient left the office and called five minutes later to again threaten the receptionist, stating she was committing "fraud" for charginga fee for her cancellation. The regional manager spoke to a rep from patient's insurance company, who verified that a $25 perhour fee assessed for a missed appointment is written into the patient's policy.

Please see my attached letter as to what steps were taken. We not only refunded the patient $405.00 but we also called Metlife(see Ref # attached) and were told since we didn't complete root canal we needed to resend a claim and change code to incomplete endo. In the mean time, we ALSO FULLY REFUNDED metlife $455.00 for the root canal. We sent a check by certified mail. We spent hours upon hours working on this patient to try and save her tooth. There is an ADA code to properly bill when endo(root canal) is not completed. We did what we were instructed to do per Metlife and we also notified the Dental Board of our actions and they recommending a non-disciplinary letter of concern just stating we can't retain funds for services not completed. We have done everything we were told to do and in no way did we ever do anything fraudulent. Thank you for your time in the matter.

Ms. Garcia:Attached is another fraudulent claim that Suncoast just sent my insurance again, February 10,2017.  They keep submitting on work they have never performed.  The tooth was pulled--it has no crown build up-post or crown.  They need to stop billing my insurance who I have now filed a grievance with.  I have also filed a claim with the American Dental Association.    Please see attached.

To whom it may concern,

We have talked to [redacted] and we have apologized for the events that have taken place.  A refund check of $287 has been sent to her already.  She said that her family will continue to come to Suncoast Dental for their dental treatment. ...

She also apologized to us and said that she was frustrated with the situation. This complaint can be closed.

If you have any questions, you can call me on my cell phone.

Sincerely,

At the initial appointment, patient was accommodated for a same day Saturday appointment due to her pain. Patient signed paperwork acknowledging it is office policy to charge a $25.00 fee for cancellations, per hour booked. Although we were unable to verify benefits, we honored patient's insurance...

forthe exam and x-rays. The needed treatment was explained and patient chose to schedule the appointment rather than fixing the tooth that day. At patient's request, pain medicine was prescribed as temporary relief until tooth could be fixed. On Tuesday, benefits were verified and patient was given a finalized quote for the treatment. The appointment was confirmed at that time. Patient left a voicemail after hours on Wednesday asking to reschedule appointment due to continued pain on the tooth. Patient called again on Thursday morning at her appointment time to cancel the appointment. Patient was advised of the fee and became very angry, hanging up on the receptionist and immediately entering the office. Patient informed us that because she was physically in our office, we could not charge her a fee for refusing to honor her appointment. Informed patient this was incorrect. Patient became very angry. At patient's request, a copy of the paperwork she signed was provided. Patient began threatening the receptionist with insuranceand board action and demanding that her card be run and her account be closed. At patient's insistence, her card was run for the $50 missed appointment charge. Patient threw receipt on the counter and demanded that her deductible be charged as well. Explained to patient this was impossible because we had not done any work on her that required a deductible. Patient became even angrier and began loudly complaining to her insurance company on the phone that she experienced a "quality of care" issue in our office. Patient signed receipt and threw it in the face of the receptionist. Patient left the office and called five minutes later to again threaten the receptionist, stating she was committing "fraud" for charginga fee for her cancellation. The regional manager spoke to a rep from patient's insurance company, who verified that a $25 perhour fee assessed for a missed appointment is written into the patient's policy.

Review: Today I had an appointment at Suncoast dental, I called the night before and canceled. I called again in the morning to cancel because my tooth is in pain and I did not want them drilling on my painful tooth. So I was told that if I canceled the appointment I would be charged a fee. What they didn't realize is that I was calling them from right outside their door. I truly didn't want them drilling on my tooth as it is too painful to tooth right now and I had to literally ask twice for them to give me something stronger than ibuprofen for the pain. So I could already tell my comfort is not their priority. So of course I was more than leary to have Dr. [redacted] drill on my tooth today 4/30/15 but I was not canceling the appointment as I would not have been right outside their office. [redacted] did nothing in the way to alleve my fears as I told her look I am scared about this dental work today because I am still in pain. She said I know your scared but if you cancel this appointment then you will be charged a 25 dollar an hour missed appointment fee and since we booked you for two hours that will be 50 dollars. So I walked in the door at 905 am for my appointment, and she swiped my card 2 minutes later for the alleged missed appointment" how is that a missed appointment when I showed up to the appointment and [redacted] said that if I didn't let the dentist do the scheduled procedure then I would be charged a missed appointment fee of 25 dollars per hour. How did I miss my appointment when I was in the office on time for my appointment. Furthermore, I let her swipe my check card because I wanted proof that I was in their office at the time of my appointment. I informed [redacted] that this practice was illegal because you can not charge a missed appointment when the client is in the office. I will no longer be a patient of Dr. [redacted] at Suncoast Dental.Desired Settlement: Not only do I want a refund I want them to have a low score with the Revdex.com because of this inaccurate business practice. She was so greedy that once she confirmed how great my dental benefit was she keep increasing the billable amount for the dentist office in an attempt to increase their profits.

Business

Response:

At the initial appointment, patient was accommodated for a same day Saturday appointment due to her pain. Patient signed paperwork acknowledging it is office policy to charge a $25.00 fee for cancellations, per hour booked. Although we were unable to verify benefits, we honored patient's insurance forthe exam and x-rays. The needed treatment was explained and patient chose to schedule the appointment rather than fixing the tooth that day. At patient's request, pain medicine was prescribed as temporary relief until tooth could be fixed. On Tuesday, benefits were verified and patient was given a finalized quote for the treatment. The appointment was confirmed at that time. Patient left a voicemail after hours on Wednesday asking to reschedule appointment due to continued pain on the tooth. Patient called again on Thursday morning at her appointment time to cancel the appointment. Patient was advised of the fee and became very angry, hanging up on the receptionist and immediately entering the office. Patient informed us that because she was physically in our office, we could not charge her a fee for refusing to honor her appointment. Informed patient this was incorrect. Patient became very angry. At patient's request, a copy of the paperwork she signed was provided. Patient began threatening the receptionist with insuranceand board action and demanding that her card be run and her account be closed. At patient's insistence, her card was run for the $50 missed appointment charge. Patient threw receipt on the counter and demanded that her deductible be charged as well. Explained to patient this was impossible because we had not done any work on her that required a deductible. Patient became even angrier and began loudly complaining to her insurance company on the phone that she experienced a "quality of care" issue in our office. Patient signed receipt and threw it in the face of the receptionist. Patient left the office and called five minutes later to again threaten the receptionist, stating she was committing "fraud" for charginga fee for her cancellation. The regional manager spoke to a rep from patient's insurance company, who verified that a $25 perhour fee assessed for a missed appointment is written into the patient's policy.

I was so happy to find the female dentist at SunCoast Dental in Surprise. I was looking forward to a long-term relationship with them and referring her out to numerous others and talking former patients I know into coming back to see HER. Unfortunately, the manager got in the way and caused numerous service and billing problems.

Worse, she is also the regional manager over all 3 of their valley offices and intercepted my communications to the owner preventing me from letting him know what is going on.

A gold onlay was placed which turned pink in color by day 11. Manager and dental assistant deny this when it hasn't even been seen again by them. Manager declines any further service and said would mail me my xrays that day, but that was a week ago and I have yet to receive them.

She cancelled my scheduled filling and owed teeth-cleaning the day before; and four other teeth have pain and need exam.

Manager doesn't honor their quoted prices or policies and told me to contact my credit card for a refund.

I would have liked to resolve these issues with the owner, which would have been better for the both of us, but now I need to seek other care which may cost more and them getting paid less to nothing or even owing me money.

I hope the owner sees this and contacts me if he is willing and able to be nice and honorable.

I saw Dr. N[redacted] I believe 2/16/2016. He immediately made me feel very comfortable and treated me really well even though he had to perform two emergency root canals. He has never once complained to me about my teeth and I have gone back again to have the caps placed and have another appointment scheduled. He is amazing. I never felt any pain during or after and his assistants made me feel welcome. I recently met an assistant name Gloria and she is just amazing, we chatted for quite some time and the lady at the front is always very pleasant and smiling. She has helped me with rates and I knew ahead of time what I needed to pay. I would highly recommend this office and I will gladly wait to see Dr. N[redacted] on Wednesdays only. It is well worth the drive from Goodyear to Surprise.

Review: I spent thousands of dollars to have several crowns placed on my front teeth and they are now all falling out. This was one year ago. Plus an ill fitting lower partial dental that I can not wear.Desired Settlement: I would like my money back so that I can now have my teeth fixed so that I can chew properly and talk without my teeth falling out.

Review: Revdex.com,

I am seriously disappointed with the service or lack of service. I recently decided to change my family, a family of 5 to this dental office. My husband and I had our routine visits and cleanings in April 2014. Each of us was provided with treatment plans and my husband required 2 crowns. His estimated out of pocket costs, according to Suncoast was $951.40. He proceeded with the procedure and paid the money. He did return for an adjustment due to pain. I had estimated out of pocket costs as well and scheduled my work to take place at a later time. Meanwhile, the explanation of benefits arrived from our insurance company and revealed that we were overcharged by $287.

I brought this to the attention of [redacted], the office manager who in so many words explained the insurance company had not yet paid them in full and they could not reimburse me. I contacted my insurance company and they explained the dentist office tried to bill for a crown build up separately, however it is a part of the overall procedure. I called [redacted] back, she said I had to call on a Wednesday and speak to their accountant.

Meanwhile, I cancelled my son’s appointment for over $1k worth of work and rescheduled my appointment as well. I asked [redacted] to obtain pre-authorizations from our insurance company for pending work. She agreed and claimed to send them in. Over 2 months go by of being put off, told to call back and told my insurance company was not communicating with them. It took three weeks - but I got copies of our x-rays - expecting to leave. Finally, on August 27th - a Wednesday I called and asked for the mysterious accountant that could not make out bound calls! [redacted] answered and told me to call back on a Wednesday. It is Wednesday- "Oh" she replied... the accountant was out that day. Amazing!

I asked about the status of our refund and pre-authorizations. [redacted] claimed they had not heard anything from our insurance company and I should call them myself. We’ll I already did that before I called Suncoast - I made [redacted] call the insurance company and conference me in. They did not have any pre-authorizations pending - had not received any additional communication from Suncoast. [redacted] went on to say they sent everything in by mail and did not send by fax or email. In fact, [redacted] had the wrong contact information for [redacted], our insurance company. She made "I" statements that led me to believe the accountant was really her. My insurance company informed her that they could not bill separately for the crown work up and that the billing code provided was also incorrect. I asked again that she send in the pre-auth and fix their billing mistakes. I asked that they refund my money or credit my file a.s.a.p. This was their error, not mine! She refused.. I was too livid to speak with her any longer.

I called her on September 9th to check the status; note – again – I am calling her! She goes on to discuss some kind of authorization form I didn’t fill out – then realized she had the wrong person on her mind. I asked again, what’s the status of my refund and pre-authorizations? She claims they have yet to hear form our insurance company and I asked her to please call and check. She left me a message that I can call them if I would like, but they are still reviewing everything.

I trust this complaint lands in the hands of a qualified Suncoast representative. Here are a few take always

1. As a wife, mother and corporate professional woman, I make the healthcare decisions in my home. I should be treated not just as a patient but as a valued partner. You need patients and I represent 5 of them.

2. Your dentist and hygienist will suffer as a result of your office staffs unprofessionalism.

3. Your office manager is not qualified to interact with patients. Customer service is a crucial part of the customer experience. I was made to feel at fault for your offices lack of urgency, care, empathy, thoroughness and willingness to retain the business of your patients.

4. Trust and character – Your office manager bred mistrust and exhibited poor character by making untrue claims against our insurance company, placing the responsibility of the patient to follow up with preauthorization’s and billing issues. Certainly not qualities I would trust my families health and well-being.

5. Word of mouth; lack of referrals, My husband is a former AZ Cardinal – professional football player and I am a fortune 500 executive, believe me we have connections in the community and as is human nature, we tend to share our experiences regarding local business both good and bad.

6. The bottom line - At 2 hygiene appointments per year, 2 crowns, a bridge and 6 fillings (our 3 family members estimated 2014 treatment plans) you have lost nearly 6-10 thousand dollars in revenue for a lousy $287 and a little customer service. Not to mention the other 2 patients I refuse to allow into your office. I also have family and friends who recently asked for referrals.

IDesired Settlement: It is with a heavy heart that I ask for a refund by check a.s.a.p

I had high hopes that Suncast would correct their mistake quickly and restore our faith. While we very much liked the dentist and hygienist that served us, the office staff has treated us unfairly and with disrespect.

I am open to discussing these matters in more detail with the corporate team, meanwhile we will take the check please.

Thanks,

Business

Response:

To whom it may concern,

We have talked to [redacted] and we have apologized for the events that have taken place. A refund check of $287 has been sent to her already. She said that her family will continue to come to Suncoast Dental for their dental treatment. She also apologized to us and said that she was frustrated with the situation. This complaint can be closed.

If you have any questions, you can call me on my cell phone.

Sincerely,