Texas Orthodontics

We are in receipt of your letter dated October 17, 2014 regarding complaint ID # [redacted]. This complaint was made in regards to a patient account.
I am confused by the mother's complaint, based on the facts and enclosed evidence.
The patient's Treatment Plan and Informed Consent clearly indicate...

that Orthodontic Extractions and/or Extraction of Third Molars were indicated from the inception of treatment at Texas Orthodontics. Treatment started on 1/28/2014 and on 6/19/2014, I wrote the prescription for extraction of the impacted third molars and exposure of the mandibular second molars, as referenced in the Treatment Plan and Informed Consent. Apparently this was unwelcomed news, according to the complaint. The guardian claims that this additional cost, from a different oral healthcare provider, caused financial hardship and therefore ceased making payments on their obligation to Texas Orthodontics. In spite of the fact that the last payment on this account was May 29, 2014 and reached out to the family on numerous occasions, we have never refused treatment for this patient.
The current balance on the account is $603.00 including four months of late charges at $50 per month.
The guardian was called on July 9, 2014 and he stated that his wife would call with an active credit card number. The wife never called back. A text message was sent on August 28, 2014 with a request to call our office to discuss the account. We received a call on September 24, 2014 where the guardian stated that he knew he had not fulfilled his financial obligation and complained about the cost of extractions. This contradicts their complaint since it states they only had to pay $179.00 for the extractions.
If for whatever reason, the patient and/or family have lost confidence in the ability of Texas Orthodontics to provide the most affordable and highest quality orthodontic treatment, they have every right to pursue treatment elsewhere. However, if they chase to continue treatment at Texas Orthodontics, it is essential that all prescriptions for treatment are fulfilled, in order for us to successfully complete orthodontic treatment.
If you have any additional questions, please feel free to contact me at your convenience.