Complaint: [redacted]
I am rejecting this response because:1) I am not a dental professional, and I do not understand all of the technical jargon in the response.2) I note that you have now sent me yet another bill, attempting to collect additional fees. I will not be paying this bill, as my position is that this should never have been sent to collections. I find it odd that you can provide me with a bill, but not the items that I've requested, namely:Itemized statement showing charges/ write offs/ etc.On the itemized statement, procedures which either were a) optional, or b) should have had a pricing discussion with me in advance of performing them, flaggedMedical/ dental records release3) Your accounting of the contact is factually incorrect. The way this went is: Day of appointment- I provided my new insurance indicating that my old insurance is now secondary. Your staff expressed understanding of this at the time. Note: at the end of this appointment, Misty indicated, "This was the easiest and fastest descaling I've ever done." I don't know what a descaling is, I thought I was getting my teeth cleaned.January 2016- I received a statement, unitemized, showing that for what I believed to be a preventative cleaning (fully covered by my insurance) that I owed $892. I reviewed my EOBs at that time, when I was also preparing my taxes. I phoned your office because I could tell my secondary insurance had not been filed. I reiterated to your office during that call that I was a) shocked at the charges; and b) to please file my secondary insurance. Your office indicated they would file the secondary insurance and did not address the charges- they indicated that those charges were for the procedures performed. I requested an itemized statement, not just a bill with an amount on it. They said they would send it (I never have received it- I assumed at the time that you didn't send it because you were filing the secondary insurance).March 2016- I received 2 statements on the same day. One was blank/ unitemized, showing a balance still of $892. The other showed a balance of $892, with a handwritten note accusing me of insurance fraud, still unitemized. I again contacted your office. I explained, again for the 3rd time, the secondary insurance needed to be filed. I indicated that I'm happy to pay the bill once the insurance is properly filed and all payments have been made. Your office again said they would file the insurance.3.5 months go by, and in July I received a call from a collections agency.never once did anyone in your office indicate that you have a "policy" of not filing secondary insurance. This "policy" is also not posted in your office anywhere (at least it wasn't the last time I was there), nor do I recall seeing this "policy" in my patient forms that I signed almost a decade ago. I was your customer for around 10+ years, spent thousands of dollars with you for your services, and never did I not pay my bill. To be treated, as a long standing customer, in this manner is disturbing to say the least.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:1) I am not a dental professional, and I do not understand all of the technical jargon in the response.2) I note that you have now sent me yet another bill, attempting to collect additional fees. I will not be paying this bill, as my position is that this should never have been sent to collections. I find it odd that you can provide me with a bill, but not the items that I've requested, namely:Itemized statement showing charges/ write offs/ etc.On the itemized statement, procedures which either were a) optional, or b) should have had a pricing discussion with me in advance of performing them, flaggedMedical/ dental records release3) Your accounting of the contact is factually incorrect. The way this went is: Day of appointment- I provided my new insurance indicating that my old insurance is now secondary. Your staff expressed understanding of this at the time. Note: at the end of this appointment, Misty indicated, "This was the easiest and fastest descaling I've ever done." I don't know what a descaling is, I thought I was getting my teeth cleaned.January 2016- I received a statement, unitemized, showing that for what I believed to be a preventative cleaning (fully covered by my insurance) that I owed $892. I reviewed my EOBs at that time, when I was also preparing my taxes. I phoned your office because I could tell my secondary insurance had not been filed. I reiterated to your office during that call that I was a) shocked at the charges; and b) to please file my secondary insurance. Your office indicated they would file the secondary insurance and did not address the charges- they indicated that those charges were for the procedures performed. I requested an itemized statement, not just a bill with an amount on it. They said they would send it (I never have received it- I assumed at the time that you didn't send it because you were filing the secondary insurance).March 2016- I received 2 statements on the same day. One was blank/ unitemized, showing a balance still of $892. The other showed a balance of $892, with a handwritten note accusing me of insurance fraud, still unitemized. I again contacted your office. I explained, again for the 3rd time, the secondary insurance needed to be filed. I indicated that I'm happy to pay the bill once the insurance is properly filed and all payments have been made. Your office again said they would file the insurance.3.5 months go by, and in July I received a call from a collections agency.never once did anyone in your office indicate that you have a "policy" of not filing secondary insurance. This "policy" is also not posted in your office anywhere (at least it wasn't the last time I was there), nor do I recall seeing this "policy" in my patient forms that I signed almost a decade ago. I was your customer for around 10+ years, spent thousands of dollars with you for your services, and never did I not pay my bill. To be treated, as a long standing customer, in this manner is disturbing to say the least.
Regards,
[redacted]