Total Smiles Dentistry

On or about [redacted] ***, my husband [redacted] went in for an emergency extraction We paid in full for the service although we did have insurance We were informed that after the claim was sent in that we would receive a refund for part of the payment A follow up appointment was made for [redacted] ** After many phone calls and * months, we still had not received the refund I ask to speak with the manager and I was given her email addressThe office would not give me the owner's contact information So, after * months or so, I was told that a refund of approx [redacted] was going to be mailed out Several weeks went by and no refund I received a call that the insurance company did not pay for the [redacted] visit, so the refund would only be around dollars or so Still no check After contacting the insurance company, [redacted] told me they made a mistake and for the dentist office to resubmit the claim and they would pay it which would make the r

On [redacted] came in for an emergency appointmentHe stated that he was in a lot of pain and our policy is to tell the patient to head right in so that we can access the situation and try to fix it accordinglyBefore ending the phone call the patient was asked if he had insurance and the answer was noTherefore we gave him a general estimate on the out of pocket cost for the visit so that their were no surprisesUpon arrival we made sure that they had all of the paperwork signed so that we could take him back right awayAfter he was treated he seemed very satisfied with the services and had no complaints before leavingAnother one of our policies is to make sure that we set patients up with a follow up visit depending on the treatment that was done to make sure everything went wellIn his case he had an extraction done therefore we made sure to give him an appointmentWhen he came in for his one week visit we asked if we could help him find an insurance company so that he could come in for a check up and make sure that nothing else was giving him any problemsHe made the appointment for [redacted] then stated that he had insurance, therefore we asked if we could obtain the informationWe also stated that we could try to give him a refund but we do have a policyOur policy being: it takes 30-days to process and receive payment for a claimWhen we are physically paid by the insurance company we can then send a check from our corporate office once they have reviewed this information which takes an additional two weeksTherefor it was told to them that it could take up to months (from the date of [redacted] ***) but we would try our best and check with the insurance company to follow up on the processAt days we received a call from his wife [redacted] asking if the insurance company made a paymentAt the time they had not but we still had another days therefore I told her that I would follow up again just to make sure [redacted] was very upset because of this therefore we tried to reassure her that at that point it was up to the Insurance companyWe were only waiting onPayment from themA couple days later [redacted] called back very upset staying that her insurance company said that they never received our claimTherefore I told her that I would try calling them to confirm then resubmitting it electronically and if it did not work I would mail itI called the insurance company and told them to look for this InformationThe insurance company finally recieved the claim on [redacted] *** and sent payment by [redacted] ***I called the patients wife to let them know that the insurance company sent over the payment by mail on the 6thShe asked how long it would take her to receive the refundI then stated that I could not get [redacted] the check until we recieved payment from the insurance companyIt takes 7-business days for us to have the check but we do not open the business mail at our office, the corporate office does this so that we have one person working with insurance checksI then called corporate to let them know to look out for this checkUnfortunately it took us longer than expected to recieve the check by mailWhen we finally recieved the check I called the patient to let them know that the refund would be sent out and that It would take 7-business days to reach her [redacted] was very happy to hear this newsWe then recieved a rejected claim from [redacted] s insurance company stating that they did not pay for the services dating back to [redacted] for the amount of [redacted] due to termination of the patients insurance policy Therefore we are obligated to post the check to the account and give her the remaining balance of what is left from what she would have owedIt left the [redacted] with ***When I found this out I called [redacted] back right away to give her this information and before we ended the call I told her that if their was a mistake that she needed to call her insurance company to get things resolved because their was nothing that we could do at that point [redacted] stated that she still wanted the [redacted] refund check sent therefore I let her know that we would send itI asked for her current address and information so that heir were no errorsAlso to give us a call if their were any problemsThen I called our corporate office and had them send it right away [redacted] did not call back therefore I assumed their were no errorsI recieved an email on [redacted] *** not stating that she did not receive the [redacted] but asking us to resubmit the claim because their was an error in the insurance companies part that was overlooked thus resulting in them not payingWe called the insurance company and they stated otherwise there we called [redacted] back stating that the insurance company told us that it is not an oversite on their partShe then started to make threats about reporting our business to different companies because of our "poor business" stating that we did not communicate with herI beg to differ when I say that we didIn fact for every email we received we called instead so that she could know that we were adiment about making sure she was being taken care ofWe even calle Dr he insurance company a few more times to see if their were any changesWe finally recieved information that their was a mistake on their part but the insurance consultant that [redacted] spoke to have her incorrect informationThey were supposed to resolve the issue themselves and tell the patient that their was no need to resubmit the claimThe last represenative was supposed to take care of it when they talked to her not our companyWe have done everything that we can do to make sure that [redacted] is taken care of and at this point it is up to the insurance company to take care of the error in their part and refund then for the amount that she is asking them for them selves

On or about *** *** ***, my husband *** ** *** *** went in for an emergency extraction We paid in full for the service although we did have insurance We were informed that after the claim was sent in that we would receive a refund for part of the payment A follow up appointment was made for *** ** After many phone calls and * months, we still had not received the refund I ask to speak with the manager and I was given her email addressThe office would not give me the owner's contact information So, after * months or so, I was told that a refund of approx*** was going to be mailed out Several weeks went by and no refund I received a call that the insurance company did not pay for the *** ** visit, so the refund would only be around dollars or so Still no check After contacting the insurance company, *** told me they made a mistake and for the dentist office to resubmit the claim and they would pay it which would make the r

On [redacted] came in for an emergency appointment. He stated that he was in a lot of pain and our policy is to tell the patient to head right in so that we can access the situation and try to fix it accordingly. Before ending the phone call the patient was asked if he had...

insurance and the answer was no. Therefore we gave him a general estimate on the out of pocket cost for the visit so that their were no surprises. Upon arrival we made sure that they had all of the paperwork signed so that we could take him back right away. After he was treated he seemed very satisfied with the services and had no complaints before leaving. Another one of our policies is to make sure that we set patients up with a follow up visit depending on the treatment that was done to make sure everything went well. In his case he had an extraction done therefore we made sure to give him an appointment. When he came in for his one week visit we asked if we could help him find an insurance company so that he could come in for a check up and make sure that nothing else was giving him any problems. He made the appointment for [redacted] then stated that he had insurance, therefore we asked if we could obtain the information. We also stated that we could try to give him a refund but we do have a policy. Our policy being: it takes 30-45 days to process and receive payment for a claim. When we are physically paid by the insurance company we can then send a check from our corporate office once they have reviewed this information which takes an additional two weeks. Therefor it was told to them that it could take up to 2 months (from the date of [redacted]) but we would try our best and check with the insurance company to follow up on the process. At 30 days we received a call from his wife [redacted] asking if the insurance company made a payment. At the time they had not but we still had another 15 days therefore I told her that I would follow up again just to make sure. [redacted] was very upset because of this therefore we tried to reassure her that at that point it was up to the Insurance company. We were only waiting on. Payment from them. A couple days later [redacted] called back very upset staying that her insurance company said that they never received our claim. Therefore I told her that I would try calling them to confirm then resubmitting it electronically and if it did not work I would mail it. I called the insurance company and told them to look for this Information. The insurance company finally recieved the claim on [redacted] and sent payment by [redacted]. I called the patients wife to let them know that the insurance company sent over the payment by mail on the 6th. She asked how long it would take her to receive the refund. I then stated that I could not get [redacted] the check until we recieved payment from the insurance company. It takes 7-10 business days for us to have the check but we do not open the business mail at our office, the corporate office does this so that we have one person working with insurance checks. I then called corporate to let them know to look out for this check. Unfortunately it took us longer than expected to recieve the check by mail. When we finally recieved the check I called the patient to let them know that the refund would be sent out and that It would take 7-10 business days to reach her. [redacted] was very happy to hear this news. We then recieved a rejected claim from [redacted]s insurance company stating that they did not pay for the services dating back to [redacted] for the amount of [redacted] due to termination of the patients insurance policy.  Therefore we are obligated to post the check to the account and give her the remaining balance of what is left from what she would have owed. It left the [redacted] with [redacted]. When I found this out I called [redacted] back right away to give her this information and before we ended the call I told her that if their was a mistake that she needed to call her insurance company to get things resolved because their was nothing that we could do at that point. [redacted] stated that she still wanted the [redacted] refund check sent therefore I let her know that we would send it. I asked for her current address and information so that heir were no errors. Also to give us a call if their were any problems. Then I called our corporate office and had them send it right away. [redacted] did not call back therefore I assumed their were no errors. I recieved an email on [redacted] not stating that she did not receive the [redacted] but asking us to resubmit the claim because their was an error in the insurance companies part that was overlooked thus resulting in them not paying. We called the insurance company and they stated otherwise there we called [redacted] back stating that the insurance company told us that it is not an oversite on their part. She then started to make threats about reporting our business to different companies because of our "poor business" stating that we did not communicate with her. I beg to differ when I say that we did. In fact for every email we received we called instead so that she could know that we were adiment about making sure she was being taken care of. We even calle Dr he insurance company a few more times to see if their were any changes. We finally recieved information that their was a mistake on their  part but the insurance consultant that [redacted] spoke to have her incorrect information. They were supposed to resolve the issue themselves and tell the patient that their was no need to resubmit the claim. The last represenative was supposed to take care of it when they talked to her not our company. We have done everything that we can do to make sure that [redacted] is taken care of and at this point it is up to the insurance company to take care of the error in their part and refund then for the amount that she is asking them for them selves.