Three Rivers Dental Group

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 belowI am writing in response to the complaint rebuttal for the ID [redacted] I understand what I signed in regards to the "Federal Truth In Lending Disclosure Statement", however, as you can see from the attached photo of my Explanation of Benefits, Three Rivers Dental Group used code ***, which states: "This Provider has agreed not to bill you for the difference between the PROVIDER'S CHARGE and the ALLOWANCE for this service" This statement, as a legal document from the insurance company, is why I believe I am owed the refund in the amount of $1, Also, in the rebuttal from Three Rivers Dental Group, they stated that all services were completed while under sedationAs I stated in the initial compliant, I was told they did not complete a cleaning, yet I paid for that service as part of my initial loanI choose to go to another dental provider due to the work not being completed within a timely manner, and the fact that Three Rivers Dental Group refused to place the crown until first paid by the insurance company As stated before, [redacted] Dental does not pay until all work is complete In fact, I was informed by [redacted] Dental Insurance that Three Rivers Dental Group billed as if the work was completed, prior to the service ever being provided When the insurance company was informed that the work was not completed, yet billed as if it was, they had to file additional paperwork in order to stop the payment to Three Rivers Dental Group Sincerely, [redacted] ###-###-####

Revdex.com Dear [redacted] I’m responding to the reference case, ID [redacted] I believe that any patient concern is very important, therefore, have investigated all issues presented by your office and compiled an explanation that will clarify any pending questions presented by Mrs [redacted] Mrs [redacted] came into the Jennerstown office as a new patient on October 2nd, She was diagnosed as needing specific dental treat totaling $ We understand that much needed dental treatment can be costly, therefore out of the kindness of our hearts we provided a “New Patient Customer Relations Discount” of $This discount was contingent on the full completion of her treatmentGiven the fact that we discounted the treatment by $which would be the cost of the partial denture there is no reason to offer an additional refund for something that was free The $is a charge that we pay for using a financing companyIt is listed on the ledger for accounting purposesThis by no means is a charge to the patientIf the patient would have used cash or a check the treatment amount would have been the same $minus any potential discount to the patient Mrs [redacted] stated that if she would have known of the $charge, she would have paid cashThe facts are that we never equate any interest charges into the cost of treatmentThat is money that we pay the loan companies for enabling an alternate opportunity for a patient to have an affordable monthly paymentHaving Mrs [redacted] pay cash would have been Ideal because we would not have had to pay the $ In reality, the original cost for the treatment was minus discounts, minus a charge of that we paid, totaling $This is approximately 75% of our Fee for Treatment In closing: I would like opportunity so sit with Mrs [redacted] and explain these numbers in personWe believe that every patient needs to be aware of the investment in their dental healthMost importantly, would also like to invite Mrs [redacted] to come in and finish her partial denturePlease keep in mind that providing quality treatment for our apprehensive patients is our goal at your service [redacted] Three Rivers Dental

[redacted] To whom it may concern;We have received a Revdex.com complaint ID number [redacted] , from Ms [redacted] ***In this complaint Ms [redacted] feels that a refund is due to her for her services rendered in our office.On March 18, Ms [redacted] was seen in our office for an initial visit, at this visit I worked with Ms [redacted] to obtain financing and to set her appointment for IV sedation to have all of her dental work completedMs [redacted] signed a federal truth in lending disclosure for her treatment; I have attached her signed federal truth and lending for reviewIt was calculated that Ms ***'s out of pocket for her treatment along with upgraded dental work would be $2349.00, with her insurance paying an additional $Ms [redacted] understood and signed that she understood not all of her treatment including the upgraded dental treatment was not covered by her insurance.On April Ms ***'s dental treatment was completed under IV anesthesia, with the exception of placing her permanent crown on tooth #Since then Ms [redacted] has decided to have a crown fabricated and placed by another dental provider, although we have a crown that we fabricated for her hereMs [redacted] has advised us that she will not be returning to have her crown placed, as well as we have not received payment for the crown on tooth #from Ms ***'s insurance company.At this time all services have been rendered and the permanent crown has been fabricated for placement, for this reason no refund would be due to Ms [redacted] at this time.Sincerely, Trish V [redacted] M***Office Manger

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 Regards, [redacted]

I have reached out to [redacted] in reference to her Revdex.com complaintI reviewed her ledger with her and alerted her to some facts she may not have been aware of: [redacted] had specific procedures completed under IV sedationThese sedation fees exceeded the original estimate by almost $ [redacted] will not be billed for these charges but will not be entitled to a refund of what she perceives as an insurance overpaymentEven after applying all insurance monies collected to her account, [redacted] shows a balance of more than $We will gladly remove this charge for her but there is no money or charges that we can refund Thank you, [redacted] Three Rivers Dental Group ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards, *** ***

To Whom It May Concern,To address Ms***'s first concern we do advertise "New patient free exam and x-rays" or services will be at no charge to the patientIf the patient has an insurance benefit, the insurance company will be billed for services renderedIf for any reason the
services are denied by the insurance company, the discount will be applied to the patients account reflecting the advertised "new patient free exam and x-rays" as disclosed on our advertising.The Fees of service, discount, and insurance calculation shown on the Federal Truth in Lending Disclosure State was accepted by the patient, as you can clearly see her signature on the appropriate patient signature linesMs*** also signed the care credit (financing) receipt agreeing to pay for the services recommended by the doctor.Ms*** also stated that she spent four hours with Stacy Pwhich is ample time for all questions to be answeredMs*** also claims that her dental insurance: *** *** ** *** would have paid more than what they did, but the maximum allowed by her dental insurance per year was $The ledger shows that $was covered, and dental insurance NEVER pays more than the maximum allowed per yearMs*** also mentioned that her medical insurance would have picked up the IV sedation, but as Three Rivers Dental Group Is a Dental practice we do not have the means to bill medical insuranceI hope this letter, and documentation resolves and confirms without a doubt that Ms*** was quoted and treated properly.Sincerely,Three Rivers Dental Group

Letter Date: 12/15/
Dear *** *** ***,
I am responding to the complaint filed by Mrs*** *** on 12/02/Three Rivers Dental completely understands that Mrs*** has a problem with her maxillary over-denture that needs our attention.Three
River’s treatment on Mrs*** was initiated to replace teeth removed teeth without replacing with full denturesThe over-dentures are retained by the remaining teeth.Mrs*** originally complained to us that she was unhappy with the fit and her permanent over-denturesWe tried to resolve this issue by adjustments and relining of the applianceWhen this approach failed, we fabricated new over-dentures to alleviate these problemsThe new over-dentures were inserted on 11/12/including reline/rebase cost ($324.00) at no cost to the patientSince then we were made aware that Mrs*** has an issue with the new upper applianceWe have made every effort to schedule the patient to resolve this issueDentistry is not a perfect science but We are always willing to make sure that our patients get the best possible treatment including resolving issues beyond our controlThank you,Anna G***
Three Rivers Dental Group

***To whom it may concern;This letter is in response to complaint ID number ***, Mrs*** concern has been addressed with Ms *** personallyThe appointment has been rescheduled, and we agreed to waive our reservation policy to reschedule Mr***’s appointment
from the 10/20/to 11/09/2016.I discussed and clarified all of Mrs***’s concerns, which she stated in the complaintPlease feel free to contact me with any questions or concerns.Sincerely,Trish V** M*** Office Manager

***,
This email is in response of our phone conversation today regarding *** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowI am writing in response to the 8-17-rebuttal, complaint ID *** against Three Rivers Dental
First, I would like to say that the “fee for services” line from the “truth in lending” form is confusing. Line 1A is easily interpreted, as I did, that an upgrade fee is defined as “the difference between the procedure costs and what the insurance will actually pay.” However, you are stating that what this really means is that I not only have to pay what my insurance doesn’t cover, but I must also pay these to-be-determined-by-you “upgrade fees”. So, you can understand why it comes as a shock to me when I see on my EOB that the provider has agreed not to bill for the difference, yet you still insist that I am responsible for the difference PLUS these “upgrade fees”My questions now become a matter of trying to understand exactly what an “upgrade fee” includes, and why you are charging me AND my insurance for some of the same procedures. This “truth in lending” form I signed has no break down of cost for services, just a lump sum of money that I have to “trust” is an ethical reflection of the services I will be receiving. How is one to know what this “upgrade” actually means? To me, it seems to be more of an “up-charge” as I am certain the hemostatic agent that my insurance would have covered for each extraction would have been sufficient. As for the “post & core UPG”, it was clearly not an “upgrade” as I had to have it re-done by another dentist in order to move forward with my crown installation. In fact, it was discovered on x-ray from my new dentist, that there was still some bone left in one of my extractions. Cleary this experience on 4-1-was no “upgrade” in services.
As a result of your recent rebuttal to my complaint, I have reviewed my “Single Patient Ledger” again, comparing it with my EOB, and have redefined my refund based on your “in office coding” that is not reflected in the “upgraded procedures”. I have attached a photo of my “Single Patient Ledger” and will refer to the charges from 4-1-You already have a photo of my EOB for reference. I now understand that there are “UPG” charges that were not billed to my insurance and is what I agreed to pay as an “upgrade fee” per your “truth in lending” form. I understand, and always knew, that the IV sedation is my full responsibility. I see that “crown coping” was not billed to my insurance, and subsequently understand that I am responsible for that entire amount. There is a charge on the ledger for “prefab post & core in add to cm” that I paid $116, but was also billed to my insurance (***), and my insurance paid $113. As you can see on my EOB, in the “amount not paid” column, the difference is $67. So, according to your terms, and despite the *** code stating “This provider has agreed not to bill you for the difference…”, I am responsible for this $difference. However, as you can see on my ledger, I paid $for this procedure. As a result, I overpaid $49. Using your same logic, there are extractions (***) on my EOB that reflect a $per extraction “amount not paid” cost. Again, the same code *** was used, but according to your terms, I am responsible for this $difference for each extraction. However, as you can see on my ledger, I paid $for each extraction. As a result, I overpaid $per extraction. As I stated in my initial complaint, and re-stated in my August 7, rebuttal, I did not receive a cleaning, it was not billed to my insurance, yet you can clearly see the $charge for “prophylaxis-adult”. When I do the math, I come up with a refund of $135. I’ll write out how I came to this total so there is no confusion: $(prophylaxis) + $(#extraction) + $(#extraction) + $(#extraction) + $( prefab post & core in add to cm) = $135. I will expect a refund in this amount, but will be pursuing the remaining refund via my State Representative and District Attorney’s office
I chose your practice because you offered sedation dentistry for people with dental fears. I believe you took advantage of my vulnerable situation with these up-charges. I trusted that the “upgrade fee” was solely related to my need for IV sedation, otherwise I would not have agreed to any additional “upgrade” in services beyond what my dental insurance would have covered In addition to contacting my State Representative and District Attorney’s office, I will also be contacting the State Dental Association to report consumer fraud via covert up-charging, attempt at fraudulently billing my insurance company for a crown that was never installed, as well as overall poor customer service and unethical business practices
Sincerely,
*** ** ***

This is a response to the complaint #***This patient was seen in our officeFor treatmentShe received the upgraded treatment that she paid for initially.There was never any additional charges to this patientShe disputed this with care credit “twice” and both times ***
*** Resolved the dispute in our favorPlease see the attached documentation explaining what has happened thus far with this patientIf there is anyDiscomfort with any of her teeth she has not notified us to rectify the issue and I would encourage her to do so.Sincerely,Three Rivers Dental

This letter is in regard to complaint #***Patient is *** ***, *** presented
to our office for an initial exam and x-raysHe was interested in having extraction of his
upper teeth and a denture placedHis extractions were done on November 8thand a
temporary
denture was placed at that time, *** returned for several appointments to
have his permanent dentures made, His permanent denture was delivered to him on
March 21, *** was told at that visit that if he bad and problems or was in need of
an adjustment to his denture to call usWe did not hear from *** assuming all was well
with his treatment and new dentureIn September *** sent a complaint to our
website that his denture did not fit rightWe immediately responded to ***, trying to
reach him via telephone leaving him several messages to call usNo response from ***,
so we reached out to him by certified mailWe received confirmation that he signed for
the letterHe has never responded to any of our attempts to reach himHe has not
returned to our office to have his denture accessed or adjustedThe certified letter sent to
*** explained to him that the solution to his denture problem may be as simple as an
adjustment to his denture but we needed to See him in order to address any issues lie may
be having with his denture, This visit and/or denture adjustment was offered to *** at no
cost to him*** never calied or responded in any way to our several attempts to reach
himOur main concern is the dental health of our patients

4/27/
Dear *** ***,I am responding to inform you that the compiaint # *** between *** ** *** and Three Rivers Dental has been resolvedI contacted *** and brought her into the office to discuss her ConcernsThere was more treatment to complete which at that time was scheduled but because Of health concerns she has to put off the additional treatment for nowWe have issued and Per a phone call to her today, I confirmed she has received her full refund from a previous credit and a Payment that she made for the additional treatmentI had told her that I would contact the Revdex.com to close this complaint and she was in agreementSincerelyLori M***Executive AdministratorThree Rivers Dental

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.
Dear Ms. [redacted]
 
I received the correspondence dated 8/25/15 from you regarding Three Rivers Dental’s response.  I would like to rebuttal (in red) the comments in the response with the following:
 
Lack of Communication is the primary deficit with this business.
 
1.       Gil M[redacted] from Three Rivers Dental wrote: “ Mrs. [redacted] came into the Jennerstown office as a new patient on October 2, 2014…  (this was a IV sedation  case …”no sights …so sounds..everthing done in one visit” kind of experience I expected.   As you can see from the prior paperwork, I was still visiting the office for completion of work in January 2015. I had to do all the follow-up calls to communication any plans with progress of my case… ) 
2.       “Out of the kindness of our hearts we provided a “New Patient Relations Discount” of 1085.70”  this was an advertised “kindness” not just extended to me. If the fees weren’t so high this discount would not be necessary.   I understand the costs of dental work as I have 2 bridges in my mouth now. It was never communicated this was contingent upon completion.
3.       Given the fact that we discounted the treatment by $1085.70 which would be the cost of the partial denture there is no reason to offer an additional refund. It’s interesting that I “paid for this” yet it doesn’t appear on my patient ledger of charges.  I have no way to know what Three Rivers c harges for a partial denture on the bottom. I have a right to know. Again, no communication.
4.       “The $936.95 is a charge that we pay for using a financing company. It is listed on the ledger for accounting purposes.  “If the patient wouold have used cash or check the treatment amount  would have been the  same……I have a right to know all  costs are incurred for my treatment so that I can make an informed decision to proceed. No communication or disclosure was presented to me.   “Having Mrs. [redacted] pay cash would have been ideal because we would not have to pay the $936.95…one sentence Mr. M[redacted] states the cost would remain the same and the next paragraph he indicates it would not have been charged.  (contradicts himself).  
 
It is convenient that there is no recognition made by Mr. M[redacted] regarding the numerous complaints regarding customer service and quality of work that should be documented by their office. ( Angela (office associate) was my contact.  ) The option to have the work completed is a joke. Should a patient who paid for IV sedation still be trying to complete the project months later? After months of horrible communication and misinformation and poor quality work, I decided as a customer, I didn’t trust them with my mouth anymore. I do have that right do I not. I hope that Mr. M[redacted] takes a good look at the trail of documentation that brought me (a patient who has severe issue with even going to the dentist because of fears) to my decision to stop treatment with Three Rivers. I am angered at the commercials…it’s a joke. Two months after sedation, I am still not done. And let me not forget, 3 of the 4 crowned teeth have pain. I had an xray at Hilltop dental which showed inone the crown did not cover the back of the tooth leaving it exposed. I am waiting to see what resolution occurs with Revdex.com and Three Rivers before I proceed further.
 
In closing: I chose to discontinue treatment with Three Rivers because of lack of trust in the facility because of poor quality work and severe lack of communication and miscommunication.  I only asked to take the money I spent on the partial to take my business elsewhere. It was when I asked for this that I realized the lack of disclosure of the $936.95. I told the office manager I was going to pay the care credit off that week and that I only used it as a convenience on that day. I was NEVER told if I used cash it would not be charged me. This is a HUGE chunk of money. I have a right to choose and be aware of such a cost saving choice. Keep in mind I paid in full on October 2, and the services started on 10/23.
 
I want the $936.95 and the credited amount on my patient  ledger of $173 that they themselves indicate I should be paid. I believe this ledger was fabricated for the sake of “saving face.” If there is no resolution to this through this avenue, I will initiate legal counsel to review the actual charges and seek pain and suffering as some of the work that was done needs fixed.
 
Sincerely,
 
[redacted]

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.
I am writing in response to the complaint rebuttal for the ID [redacted]. 
I understand what I signed in regards to the "Federal Truth In Lending Disclosure Statement", however, as you can see from the attached photo of my Explanation of Benefits, Three Rivers Dental Group used code [redacted], which states: "This  Provider has agreed not to bill you for the difference between the PROVIDER'S CHARGE and the ALLOWANCE for this service".  This statement, as a legal document from the insurance company, is why I believe I am owed the refund in the amount of $1,039.50.  Also, in the rebuttal from Three Rivers Dental Group, they stated that all services were completed while under sedation. As I stated in the initial compliant, I was told they did not complete a cleaning, yet I paid for that service as part of my initial loan.
I choose to go to another dental provider due to the work not being completed within a timely manner, and the fact that Three Rivers Dental Group refused to place the crown until first paid by the insurance company.  As stated before, [redacted] Dental does not pay until all work is complete.  In fact, I was informed by [redacted] Dental Insurance that Three Rivers Dental Group billed as if the work was completed, prior to the service ever being provided.  When the insurance company was informed that the work was not completed, yet billed as if it was, they had to file additional paperwork in order to stop the payment to Three Rivers Dental Group.  
Sincerely,
[redacted]
###-###-####

[redacted] To whom it may concern;We have received a Revdex.com complaint ID number [redacted], from Ms [redacted]. In this complaint Ms [redacted] feels that a refund is due to her for her services rendered in our office.On March 18, 2016 Ms [redacted] was seen in our office for an...

initial visit, at this visit I worked with Ms [redacted] to obtain financing and to set her appointment for IV sedation to have all of her dental work completed. Ms [redacted] signed a federal truth in lending disclosure for her treatment; I have attached her signed federal truth and lending for review. It was calculated that Ms [redacted]'s out of pocket for her treatment along with upgraded dental work would be $2349.00, with her insurance paying an additional $568.50. Ms [redacted] understood and signed that she understood not all of her treatment including the upgraded dental treatment was not covered by her insurance.On April 1 2016 Ms [redacted]'s dental treatment was completed under IV anesthesia, with the exception of placing her permanent crown on tooth #14. Since then Ms [redacted] has decided to have a crown fabricated and placed by another dental provider, although we have a crown that we fabricated for her here. Ms [redacted] has advised us that she will not be returning to have her crown placed, as well as we have not received payment for the crown on tooth #14 from Ms [redacted]'s insurance company.At this time all services have been rendered and the permanent crown has been fabricated for placement, for this reason no refund would be due to Ms [redacted] at this time.Sincerely,
Trish V** M[redacted]Office Manger

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.
Regards,
[redacted]

[redacted]
To whom it may concern;As you can see on the attached Federal Truth in Lending, the last line states “I have chosen to upgrade me dental work” was signed by Ms [redacted].These services are not billable to the insurance, as we use in office coding for these procedures That is why Ms [redacted]’s Explanation of Benefits does not reflect the upgraded procedures Ms [redacted] choose to have rendered.Please feel free to contact me with any questions or concerns.
Sincerely,
Trish V** M[redacted]
Office Manager

Dear [redacted], We are responding to the Revdex.com complaint ID...

[redacted] have reviewed the patient record from that day. He was seen as a new patient in our office 1/12/2015. He had a comprehensive exam, prophy, and panoramic xray. There was no needed treatment accept for extractions of several impacted wisdom teeth which we do not do in a general practice. He did not have bitewing which are typically done, and were added by mistake so we will refund the insurance company $25- for them. I have enclosed our new patient coupon from our website for “free exam and xrays”. New patients do not pay for them and If a patient with insurance has the x-rays denied by the insurance company due to frequency or any other reason, the patient is NOT charged for them. We do a courtesy insurance adjustment and write them off. He was also prescribed Ibuprophen to address his discomfort issues. We do not prescribe prescriptions for non patients. We do everything possible to keep our patients from waiting but occasionally a we have emergencies that can cause other patients to wait and we apologize for that happening. We do not refer to specialists because that is up to the patients preference and location. I hope this addressed the complaint and we are very Sorry that this patient is unhappy with his visit with us. Sincerely, Three Rivers Dental Group