Taft Hill Orthodontics

Thank you for voicing your concerns.  As the owner I completely understand that everything ends with me.  But, also as the doctor I try my best to keep treatment separate from payments, this is something that is very important to me and that staff bring concerns to the office manager, and...

if needed, then to me. Unfortunately, you and I never spoke to each other.  If we had I am sure a better understanding would have occurred.  I apologize we didn't and discussed things with staff concerning when I should finally get involved.  The consult for your son was last June and the start of treatment was not until the end of June. Only until treatment is underway can claims begin to be processed.  From my front desk, it is my understanding that when it was October (4 months after treatment started) when significant concerns began to arise (on both sides).  The front desk and office manager are no longer with the office, so I dont have all the details, but there was record of insurance submissions done electronically at that time. This is also per your discussions with the front desk staff and manager had with you as well.   In November you followed up with Regina, my temporary front desk as I looked for someone more permanent.  This is when information was relayed to me as the manager was no longer present for Regina to turn to.   Based on the information Regina had in discussions with you and what was relayed to me, we asked if we could continue an additional attempt in getting insurance coverage. This is something you and Regina agreed to and that if unsuccessful, because of the hassles you had already had, even if insurance did not provide coverage the office would reimburse you directly for the part they were supposed to (50%).    If I had known the gravity of the matter and concern you had I definitely would have responded with a payment sooner, but from what I was relayed, waiting for insurance was a reasonable solution.  Insurance can take some time to reply.   On January 17th we received an email via our website from you.  This is where I did see the significance of your concern.  Sole from that email I asked Regina to call you and say the check is on the way even without insurances response.  She did leave a voicemail.  This check was for the 50% and I saw it was cashed, so hopefully that resolves  your main concern.  On the 18th is when the Revdex.com complaint was left.  And finally, on the Jan 31st we received a small check from insurance for just over 10% of the procedure.  What is a bummer is I think just another week things could have been resolved.   All this being said!! It should NOT have taken such a long time and for that I really do apologize.  I have new front desk staff in place (though the previous where great employees too) and we are actively training and working on insurance processing, timely filing, etc.   I understand those frustrations and feel where you are coming from, would still love to see your son to finish up treatment!

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complaint ID [redacted]Regina at the doctor's office communicated with the doctor and resolved the issue promptly; I am satisfied with the resolution but was originally frustrated when the original contact failed to return phone calls.Thank you. [redacted]