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Initial Business Response /* (1000, 5, 2016/07/27) */
Ms. [redacted] called our office around May 16th and stated she just moved back to the area from Michigan. She stated that she needed to get her teeth cleaned because of life circumstances she would be losing her insurance. When she asked if we took...

her insurance, we stated that we were not providers for anyone's insurance, but as a courtesy, we would file the claim for her. We also stated that she would be responsible for any balance left over. Ms. [redacted] was told that we would need her husband's SS # so that we could file the insurance. She had to call back with that information and my Practice Manager ([redacted] took that phone call. Once again, it was explained that we would file her insurance but we were not providers and she would be responsible for any balance not paid. I have enclosed a copy of the paperwork Ms. [redacted] filled out when she was here. It is clearly stated in two different areas of the paperwork, that the patient (or guardian), is responsible for any balance that insurance does not cover, which she signed both places. When Ms. [redacted] was checking out we told her since she had two insurances, we would wait and send a statement of her balance after both insurances paid. (There is a poster highlighted in yellow that Catey Williams Dental is not in network with any insurance company or plan.)She stated she has never paid anything for a cleaning and I stated, well since we are not in network and I do not know how either if your insurance policies pay, you may have a balance due. I sent Ms. [redacted] a statement June 22, 2016, after we received the second insurance payment with a balance due. I did not hear from her until I called her on July 19, 2016, and left her a message on her phone to please give me a call. Ms. [redacted] did call me back a short time later and stated she was very surprised that she owed [redacted] because she was told we were in network. I told Ms. [redacted] that the front desk and staff are trained to say "We are not providers for any insurance companies but we will file for you" I was working in the office when Ms. [redacted] called in and that is exactly what she was told and told again when she called back with her husband's information. She then stated that she would be in Friday, July 22nd with a check. I thanked her and told her that on Friday's we close around noon. I do not feel we need to made an adjustment on this account because I know for a fact that Ms. [redacted] was told several times that we were not providers, she signed paperwork to that effect, and there is a posted notice by the checkout. Ms. [redacted] was not unhappy with the dental treatment that was provided, just that she has a co-payment.
[redacted]
Practice Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this because I was only told after my cleaning that they don't affiliate with any insurance and that now I owed a bill. If I was told this before I had my teeth cleaned I would have politely left and said no to the services because my insurance would not pay it. This is a scam to all patients because you are told after the visit you owe money and that they are not affiliated with any insurance. [redacted] on the phone even apologized for the lack of communication on their behalf. I do not feel I owe any.money towards them because it was their mistake, not mine.