Terrence S. Poole DDS LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Dr. [redacted] response:We
received the concern regarding "Free consultations." Our office does
not provide free consultations to new patients. There are no advertisements or
information on our website that would lead patients to think a new patient
visit is free or at no charge....

This type of visit is a data collections and
measurement intensive visit necessary to submit for insurance coverage.
Moreover, the referrals we receive from [redacted] physicians have all covered
the initial visit and data collection charges associated with this type of
examination. We have been treating [redacted] for over 20 years and have
followed the same protocol without any complaints. Fortunately, we have been a
trusted provider for all these years and do not need to entice or market for
new patients with discounted or free services. Dr. [redacted] did reach out to the
patient by phone the same day, and received no reply.Insurance Coordinator's response:This
is in response to the patient's concern about her office visit on 4/12/16. In
regards to her appointment time it was on our schedule for 11:15 AM not 12:15
PM. If she got a call saying 12:15 PM I'm sure we did not do it intentionally.
The first person she spoke with on 4/12/16 when she called was our Schedule
Coordinator. She was then transferred to me, the Insurance Coordinator, she
proceeded to ask questions about why she was coming in, I told her we had her
scheduled for an exam with the doctor in reference to the sleep appliance.
Never was she told she was corning in for a free consultation as we do not
provide free consults. Next, she asked about our address she said one of her
plans said we were in network with our old address and out of network with our
new address. I explained by us being a dental office we were out of network for
her medical plan. I also explained that we would have to get a
pre-certification for the appliance as most of the time we don't get them
covered; either just a non-covered service or the deductible is applied, which
may be higher than the procedure.Once
Ms. [redacted] services were completed she was given her statement of services by
the Schedule Coordinator, again she was referred to me for questions. She
wanted to know why she was charged for an exam, she said her insurance was not
going to cover the service as she had an exam by her regular dentist recently.
I explained this was a detailed oral exam since she was referred by her sleep
doctor to our office as a new patient. I told her we were sending the claim to
her insurance for payment. The patient then stated it was to be a free consult,
but we told her we don't provide free consultations. Never at anytime did we
tell her she was being seen for a free consultation. She said, "l'm not
paying the bill, going to call my insurance, and Revdex.com!" The patient then
stormed out of our office.The patient did not mention
in her complaint that Dr. [redacted] also called her that evening and left a voice
message on her phone explaining why she was charged for the visit. She did not
reply back.Please do not hesitate to contact us if you have
any questions or concerns.