Susan M. Korch DMD, MS

Please see the previous communication I sent with the chart notes take directly from Ms. [redacted] 's chart that the office visit fee was clearly stated before the appointment was booked, as we do with all of our patients and is in all of our contracts, financial agreements, and documentation. An office visit is an appointment, which was performed. (To clarify, when an appointment is booked, a time is reserved for the patient, a patient comes to the office, they are evaluated in the patient area by my certified orthodontic staff and/or myself if it is a dental emergency, and a plan is discussed or executed...it is an appointed visit to the office. We reserve the right to charge for late cancels or no-shows as the time could be used for another patient, which is also clearly stated, and typical in any type of medical, dental, or service industry.It is unrealistic to expect to have an appointment at an orthodontists office, a dental office or any other office for free. Time was reserved and dedicated for her and a service was provided. Our fee was clearly communicated, as document in her patient record. ahead of time.Professionally, Dr. Susan K***

I have attempted to handle this misunderstanding directly with the patients father prior to him filing a complaint to the Revdex.com. In our orthodontic practice, we did not quote a fee in that would be in advance of treatment in 2014. This could not be a contract dispute as there is not a
contract regarding the patients Phase II which would occur years in the future. We do not, nor have ever quoted exact fees for phase II at the examination for phase I. My entire team is aware of this as there is no way in which we could predict the future needs of the patient, due to many variables beyond our control. Any financial options we give, are in writing with it boldly stated that the fees are valid for six months from the date of the presentation. It is unreasonable to demand that we honor fees that were never presented. Likewise, the patients father has indicated that I am unethical, which is offensive and slanderous, not to mention a defamation of character, particularly in a public forum. Professionally, DrSusan Korch

While it is very disappointing that the patient has felt the need to file a complaint to the Revdex.com after we have attempted to communicate with her directly on multiple occasions, please find my response below: Ms*** presented at my office on 4/15/to inquire about new retainers
Prior to her visit in April 2016, there were documented points of contact requesting information about replacement retainers, 10/22/12, 10/12/and 10/27/15. On 10/27/15, the phone call prior to the 4/15/appointment, there was documentation that a $office visit fee (OVF) would apply. Chart notes copied here:"pt called to see if she could come in to have her upper retainer reordered from *** due to retainer being old and turning yellowQuoted fee of $for thatPt also asked if she could have our office make her a lower retainerShe did not have tx on her lower arch but does not want it to begin to shift as she agesQuoted fee of $for in house retainersAlso quoted $OVF".The patient presented 4/15/for an office visit and had had impressions for replacement retainers made. Due to the time frame since Ms*** had *** treatment, her *** case on the computer had expired and it was confusing about the exact type of replacement retainers and fee's associated with those retainers, but all of the options were presented to the patient once the facts were known. Eighteen months later, 10/17/17, the patient has requested a full refund. The amount that she paid for the retainers will be refunded minus the $office visit fee, which was a service provided as quoted over the phone and documented in her patient record. Despite the fact that Ms*** feels that "nothing was done" at the office visit, the appointment was booked, provided and completed at the office.The refund check should be arriving this week, as bills are sent to the bookkeeper at the end of every month, and her refund was requested in October.Professionally, DrSusan *K***

[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 ***, and have not received the check that Dr K*** is referring to in her response yet. Would it be possible to follow up once I do receive the check?
Regards,
*** ***

Please see the previous communication I sent with the chart notes take directly from Ms. [redacted]'s chart that the office visit fee was clearly stated before the appointment was booked, as we do with all of our patients and is in all of our contracts, financial agreements, and documentation.   An office visit is an appointment, which was performed.  (To clarify, when an appointment is booked, a time is reserved for the patient, a patient comes to the office, they are evaluated in the patient area by my certified orthodontic staff and/or myself if it is a dental emergency, and a plan is discussed or executed...it is an appointed visit to the office.  We reserve the right to charge for late cancels or no-shows as the time could be used for another patient, which is also clearly stated, and typical in any type of medical, dental, or service industry.It is unrealistic to expect to have an appointment at an orthodontists office, a dental office or any other office for free.  Time was reserved and dedicated for her and a service was provided. Our fee was clearly communicated, as document in her patient record. ahead of time.Professionally, Dr. Susan K[redacted]

Date: Tue, Dec 5, 2017 at 12:37 PMHi,This Complaint was closed but I still have further questions regarding this case.  I did receive the check as Dr K[redacted] stated in her remarks; however, it was less the office visit.  My argument is that I should have received a full refund as the "office visit" was never clearly stated.  I don't understand what is classified as an office visit.  Typically, when I think an office visit, I assume I am meeting with the doctor and/or something is being done.  If something was done, I might be able to understand but in this case, all that was done is the technician provided me the information I should had been provided PRIOR to any office visit being scheduled.  If there are going to be charges for a visit, then it needs to be clearly defined.  So if questions are answered that should have been understood prior (it was the lack of reviewing my chart before and how long ago I was a patient at Dr K[redacted]'s practice) then that justifies a $90 fee?  I just want some clarification because certainly it's not defined and unfair. Thank you,[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I would
suggest that Dr. Korch review the original complaint that was submitted to the
Revdex.com and retract her false accusations. I only submitted the facts known by my
wife and me and offered no personal opinion on the matter as she's indicated in
her closing statements.
Again, I
would think that clients would be better served by either quoting the entire
treatment at the time of initial treatment or, if not possible, not providing
verbal quotes for phase II at that time. We were verbally provided with an approximate price
during our initial consultation in 2009 and that practice continues today as was confirmed by her office
staff on our visit on February 11, 2014.
Regards,
[redacted]

Review: In 2009 we consulted with Dr. Korch's office on orthodontic treatment for our oldest son. At the time we received a price for phase I treatment of $3300 and were advised at that time that phase two would be priced around the same as we paid for phase one. On February 11, 2014 when we met with their office to discuss proceeding with phase two treatment we were given a price of $5100 which was over a 50% increase. I expressed concerns at that time based upon the discussion we had with their office at the time we started phase one treatment. I also questioned [redacted] as to their current policy regarding the communication of pricing for phase two when phase one is beginning. [redacted] advised that they continue to tell patients that phase two pricing will be in line with what is paid for phase one. I called their office on February 12th and reiterated my concerns and asked to speak with Dr. Korch about them. I was advised from [redacted] that she would discuss the situation with the owners. On Feb. 14th I was advised by [redacted] that Dr. Korch was not making any adjustment to the pricing we were quoted earlier in the week. I followed up with their office in writing on February 17th to no avail. Their response dated February 21st was similar to all prior conversations. On April 22nd, we wrote to their office advising we were seeking treatment elsewhere after researching our options with three other practices in the area.Desired Settlement: Cease the practice of verbally quoting phase two. Either quote the entire treatment or do not discuss the pricing of the second phase when starting phase one treatment.

Business

Response:

I have attempted to handle this misunderstanding directly with the patients father prior to him filing a complaint to the Revdex.com. In our orthodontic practice, we did not quote a fee in 2009 that would be in advance of treatment in 2014. This could not be a contract dispute as there is not a contract regarding the patients Phase II which would occur 5 years in the future. We do not, nor have ever quoted exact fees for phase II at the examination for phase I. My entire team is aware of this as there is no way in which we could predict the future needs of the patient, due to many variables beyond our control. Any financial options we give, are in writing with it boldly stated that the fees are valid for six months from the date of the presentation. It is unreasonable to demand that we honor fees that were never presented. Likewise, the patients father has indicated that I am unethical, which is offensive and slanderous, not to mention a defamation of character, particularly in a public forum. Professionally, Dr. Susan Korch

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I would

suggest that Dr. Korch review the original complaint that was submitted to the

Revdex.com and retract her false accusations. I only submitted the facts known by my

wife and me and offered no personal opinion on the matter as she's indicated in

her closing statements.