Western Dental Services Inc

Review: In November 2013, I cracked a tooth and required emergency dental care. I was insured by Delta Care USA HMO. Delta Care USA sent me to their dental provider under Western Dental in Santa Maria, CA. The dentist stated that I need to see an out-of-network specialist (Nova Endodontics). Western Dental provided verbal and written authorization to see an out-of-network provider (authorization #[redacted]). The initial authorization was written in error, stating I was only eligible for a "consultation." The error was corrected, and the authorization was altered to "consultation and treatment." I saw the specialist for the root canal, but was told by Western Dental that I was not authorized to have the out-of-network provider place a crown on the tooth, and they stated I needed to return to Western Dental for the procedure, which I did. I was later told that there was no authorization for "treatment," but only authorization for "consultation," and that Western Dental would not cover the fees for the root canal (but they did cover the crown, as it was completed in their facility). On 08/13/14, I spoke to "[redacted]" in "Patient Relations," who stated, "Because we have no record of the treatment authorization, we can't pay and we aren't taking responsibility for it." He was very rude, spoke over me, and then referred me to a supervisor. The phone number of the supervisor was a hotel in the area, rather than the actual phone number. I called back, requested to be connected to the actual supervisor from another employee, and left her a message (Elizabeth Aceubes [redacted]). I am still being billed for $270 from my dentist, and Western Dental is still refusing to pay the fee, even after 10 months of contact with the company.Desired Settlement: I request that Western Dental pay Nova Endodontics (Dr. Scott Marcum, 6975 San Luis Ave, Atascadero, CA 93422, 805-461-6682) in the billed amount of $263.41. I also request that the employee "[redacted]" within in the Orange, California location, be reprimanded for his unprofessional and inappropriate behavior. Further, I request confirmation of these conclusions, along with a formal written letter of apology for the carelessness and lack of professionalism of Western Dental.

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau. WDS has reviewed and resolved the patient's inquiry. The following is WDS' resolution to this matter:

Due to your insurance DHMO guidelines, if you would like to file a

formal complaint, please contact your insurance directly. At that time, your

insurance will contact us and any pertinent information will be forwarded to

your insurance for review as they will determine the outcome of your complaint.

Review: I need help with this company.I did some treatment at this location and did not finish my treatment.I had been calling billing department and the office were I had my treatment. No help I get from them. They just tell me that somebody will call me back and I been waiting and nothing. The office told me that I will recived a statement of my dental work on mail and nothing.I get calls that I still owes money to Dental Western. I did not finish his treatment and the last payment was for $60.00 and we make sure with the lady if we dont owe anything and she said no that was the last payment. We keep getting call that we owe $1,500. Last time when I spoke to billing departments she told me that she was going to email me all his treatment and what we owe and she never did and now they are not responding to my phone calls and messages.and now the company send me to collection now.I call the corporate office and no response. My wife is the primary insurance and she called them too and email them too and no one response her back she just got a email saying that they can't give her any information and I called and I email the corporate office and no response back.I been googling this company and I read lots of comments people with the same issue like mine. Thank youDesired Settlement: Review my billing issue and fix the errors.

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau.

Upon review of account, it was noted that the balance of account was adjusted to reflect only charges related to the services and all charges representing treatment not yet performed have been adjusted from patient's remaining account balance.

An itemized statement was mailed to patient on 5/20/14 to address on file. Also, on 7/14/14 patient's wife called our Customer Service Department to inquire on account balance. Patient's wife was advised or remaining account balance and a copy of the itemized statement was once again sent to patient. There has been no recent contact from patient since 7/14/14. A final delinquent letter was mailed to patient on 8/15/2014. records show patient did not contact WD to address the delinquent letter and remaining balance.

Please note that remaining balance is for insurance short fall. Patient signed an estimator worksheet indicating that insurance benefits are estimated and patient's share may be different. Patient is responsible for payment for all services. Patient's insurance terminated, therefore insurance company did not make full payment and indicated that charges incurred after the member's termination, patient is responsible for submitted charge. Patient was mailed and Explanation of Benefits by his insurance company on 10/3/13 informing patient he is responsible for charges not covered by his insurance.

Itemized statements for treatment plans from 5/8/2013 and 10/19/2013 have again be mailed and emailed to patient, this time including the Explanation Of Benefits from insurance company. Patient can verify the insurance short fall with his explanation of benefits. It was also noted that the contracted PPO fees were higher than the Explanation of Benefits indicate. Patient's account has been adjusted to honor the lower PPO fees as indicated in his Explanation Of Benefits. Patient's remaining account balance has been corrected to $1,386.80. Late fees and interest were also removed as a good will to patient. Patient is responsible for remaining balance of $1,386.80, patient needs to contact agency for a payment plan for remaining balance.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Western Dental is charging me $598.00 I did not finish my treatment I refused to go back. Western Dental is Charging me because I sign the form once again I did not finish my treatment. One of the lady my wife spoke told her that I need it to pay that amount because I sign the form and its a contract no matter if I finish my dental work or not. My last Visit was for the Deep cleaning only. We never Recived Letters to my address I contact the corporate office and no response and the local office and they never returns my call they ignore my wife and I. I did everthing to resolve this issue and they never communicate with me. Western Dental is so unprofessional.

Regards,

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau.

As stated in previous response patient is only being billed for services rendered only. Patient is not being billed for the contracted amount, an audit has been completed to confirm remaining balance. As previously stated patient's insurance terminated therefore insurance company did not make payment towards all treatment completed. Patient is welcomed to contact insurance company for confirmation of benefits paid toward his treatment. As noted on the patient estimator worksheet signed by patient states any insurance short fall will be patient's responsibility. An itemized statement with a copy of his contract was mailed and emailed to patient confirm that patient is not being billed for any fillings as he has indicated. Patient is being billed accordingly.

Western Dental considers this case closed.

Consumer

Response:

I will start making my payments Friday Nov 7, 2014 first payment will be of $500.00 without no late fee or interest, as western Dental told me on writting. Remove me fron Collection.

Western Dental please next time be professional and return calls to resolve an issue.

Regards,

Review: Unknown billing charges oh $155.00

I became a member of Careington Dental 500 & chose Wester Dental as my dental office. My initial visit was on 04/10/13 for an x-ray of a sensitive tooth. Went bak on 04/15/13 for full mouth x-rays & light cleaning. I was presented with a bill for $202.00 ($66.00 for the first visit & $136.00 for the 2nd) I paid in full with ck #3320. I then had a crown prep on 07/22/13 for the cost of $696.00 which I paid in increments. Made the final payment of $146.00 on 04/10/14 ck #3393. Now I'm all paid up & all of a sudden I was billed for $25.00 late fee. Because I made 3 payments of $33.00 - a $100.00 02/13/14, they're claiming I was late & I couldn't make them understand that I had paid ahead. When I objected, they then billed me for $155.00 for my very first visit, & you know this is just not possible.

In furtherance of my complaint against Western Dental, attached please find my paid invoice from 4/10/13.I made the final payment for $146.00 on 4/10/14 which meant I had a zero balance. Do you see a charge for $155.00? because I don't. Also attached is my discount dental services fee schedule from Careington Dental. They are not a dental insurance, but show the listing of fees charged for their services. My next question is; why show a fee schedule that has no bearing? Desired Settlement: A clean bill & an apology for all of the mental stress and anxiety this has put me through.

Consumer

Response:

I went to Western Dental in N. Hollywood on April 10th and 15th of 2013. Had two procedures done. The first one was $66.00 and the second was $136.00 for a total of $202.00 which I paid on the 4/15/13 visit. I went back on 7/22/13 for a crown and was told it would cost $696.00. After the prep was done, I paid $250.00. I went back in August for the final work and paid $100.00 and continued paying increments of $100.00 until the final payment of which I paid $146.00. Now I am all paid off. After this WD said that I owed $25.00 for a late fee, which I refused to pay as I never was late and you know if I paid $696.00 on a matter of nine months, how could I be late? Then I received a bill for $155.00 that blew me away. When I inquired, they said that it was for the very first work I had done in the beginning. I have a zero balance receipt for that visit, what's going on? Is it because I'm a little old lady ? (74) Of course, I can produce my receipts

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau. WDS has reviewed and resolved the patient's inquiry. The following is WDS' resolution to this matter:

Upon review of the account, please note that the remaining balance has been adjusted to zero balance.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On 05/21/2015 I was seen at the Western Dental Office located at 1820 N 75th Ave, Phoenix, Arizona. I was the last patient to be seen and the staff rushed me out of the building without collecting my deductible but providing me a promissory note that I never signed or agreed to. On 05/22/15 I started receiving collections calls to my home number. I immediately called back and was advised on their recording the office was closed. I sent an email on 05/22/15 and provided my cellphone number to be reached at. I also followed up with a call on 05/26/15 at 9:00 am and advised that there was nothing wrong with my account. I later received another call from Western Dental at 10:26 am on 05/26/15. I called back and was advised that my account was in collections. I offered to fax the documents that I was provided by [redacted] and [redacted] at the time of my services but the agent [redacted] refused. I called back an additional 4 times in attempt to resolve this issue and was hung up on every time. I went back to the location and spoke with [redacted]. I advised her of my frustration with the treatment I received from the staff at Western Dental corporate office and would not be returning for the remaining treatment I had scheduled for late June..agreed and paid for the services received until that date ($227.00). She then attempted to force me to pay an addition $390.00 for a crown that was scheduled for late June. I again advised that I would not return for any additional services. She then advised that the $390.00 for the crown I have not received could not be waived.Desired Settlement: Waive balance of $390.00 for crown that I'm not returning for. Zero balance letter and apology letter for staff conduct

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case. Please note that as indicated in our previous responses to the Revdex.com, protecting member information is not only our company policy - federal law now requires it. That is why we must first get a release of health information from our patient authorizing us to disclose any information regarding this case. WDS requires that patient complete and sign the "Western Dental Services Authorization Form". As a result, WDS responded directly to the patient regarding this matter on 5/29/15. However, as soon as the signed release is received by WDS, we will forward any pertinent information to the Revdex.com. Please note that the release form provided did not include the page with patient's signature.

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.WDS is pleased to inform that patient's concerns were resolved by WDS Legal Department. WDS expects all of its employees to treat each patient with respect and in a professional manner, including the management of any concerns or problem in a timely manner. While we are unable to establish that patient was treated in either an unprofessional or inattentive manner, we regret any customer service which failed to meet patient's expectations.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Consumer

Response:

Previously filed with Revdex.com in May/June 2015 in regards to illegal collections practices of Western Dental's Corporate Office. I received and agreed to a settlement regarding the alleged $334.00 Western Dental was attempting to charge me for services not rendered. Western Dental agreed to waive any alleged balance as part of the agreement and honor my request dated May 27, 2015 to cease and desist all communication in which they previously violated. On August 1, 2015 Western Dental again sent the same alleged balance to a outside collections agency, HP Sears in Bakersfield, CA. I have several attempts to include in person, writing and by phone to resolve this matter. This includes offering to provide a copy of the settlement agreement and contact information for [redacted] (Western Dental Legal Department). The only response received in continuously being transferred to the corporate collection whom in return transfers me to the outside collections agency. I've left message for [redacted], CEO, [redacted], [redacted], General Counsel and [redacted] and not received any return calls.Desired Resolution:Explanation of Charges Reimbursement for lost earning Correction to credit report and credit monitoring for 3 years Damages for emotional and physical frustrations

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.When patient settled with the Legal Department a hold cease and desist hold was placed on account on 5/27/15. Inadvertently the account was assigned to agency prior to the adjustment amount offered by the Legal Department. The account was pulled from agency on 10/8/15 and a request has been submitted to the credit bureaus to delete negative credit. Also, a credit correction letter will be mailed to the patient with the confirmation numbers submitted to the credit bureaus. The account now reflects a zero balance, has been pulled from agency, and credit reporting has been corrected. Please be advised that it is not the function of Western Dental to award financial compensation. Western Dental regrets any miscommunication or misunderstanding that has occurred and sincerely apologizes for any inconvenience that this matter has cause patient.

Review: My daughter, [redacted], went to her ortho appointment 2/5/14, but was told that her account was sent to collections so she could not be seen. The account was paid in full approximately 8/2013. I called the headquarters in Orange, CA and was told by [redacted] that I had to talk to someone in finance. I spoke to [redacted] who told me that the account was in collections and she gave me the number to the collection agency. I called the collection agency at 877-745-2329 and spoke to [redacted] who states that the accoutn was paid in full last year, but [redacted] at ext 15 had not taken the flag off of the account within 7 to 10 business days as he was suppose to. [redacted] said that he would email [redacted]. I called back to the Natomas office to explain what had happend, and they saw my daughter. I was told that I need to follow up with the collection agency to get this fixed. I dont understand why she has been seen all this time with no problems until today. I dont understand why the red flag was not removed if the account was paid in full almost a year ago. I would like to know if this is why we can not get a clear explanaition on how much longer my daugher will have to keep her braces. I would like to know where is my daughter's chart, and what information have they been using all this time to go off of when tighting her braces.Desired Settlement: I would like the red flag removed from my daughter's account. I would like a clear explanation as to what is going on with my daughter's braces and her treatment plan. This is embarrassing and harrassment. My daughter is only 13 years old.

Consumer

Response:

I have attach** the WD Plan Authorization Form as request**. When I sent the form back on 2/6/14 I also sent a breakdown of the calls that I made so I have typ** it again below.

2/5/14 [redacted] went to her ortho appointment, but was told that she could not be seen due to account being in collections. I paid the account in full August 2013 to a collection agency, and was unaware that there was a problem. [redacted] has been going to her ortho appointments all this time and nothing was ever mention**. I talk** to the lady at the counter who told to contact finance because they did not know what was going on.

2/5/14 I contact** the Western Dental Orange office, and spoke to [redacted]. She gave me the number (714) 571-3383 for someone nam[redacted], but I was unable to leave a message because his voicemail was full. She also gave the number to the collection agency (877) 745-2329.

2/5/14 I calledthe collection agency, and spoke to [redacted] He gave me the file # 196811. He stat** that it shows that the account was paid in full, but the flag was not remov** back in August 2013. He statedthat the flag should’ve been remov** within 7 – 10 days. He was unable to help me, and told me that I needed to speak to [redacted] at ext 15. [redacted] was unavailable so he said that he would email him.

2/5/14 I contacted Western Dental Natomas (916) 286-7753 where my daughter was, and they saw her for the day.

2/6/14 10:50 a.m. I contacted the collection agency, but there answering machine stat** they were closed. It stated their hours were Monday thru Friday from 8 a.m. to 6 p.m. I left a message in the general mailbox. I triedto contact ed from Western Dental at (714) 571-3383, but the line just rang.

2/6/14 2:05 p.m. I talkedto Cindy at the collection agency. She was unable to help me so she transferr** me to [redacted]. [redacted] statedthat he shows that I paid the account in full $1075. He stated that there was a note stating that a insurance payment came back for $500, and that is why the account was sent to collections. He states that the payments for 8/13, 9/13, 11/13 and 12/13 were not received. When I asked him when did the $500 payment supposedly come back he stated June 2013 and 4 payments of $140. I asked him how is that possible if I paid the account in full in August 2013. I was told at the time I did not have any more payments, and my daughter was able to finish her treatments. He was unable to answer any of my questions regarding this.

2/6/14 3:20 p.m. I contactedDelta Dental (800) 765-6003. I spoke to Ryan who stated that [redacted]’s dental treatment started April 12, 2012. He stated that no payments were returned. He transferred me to Diane who gave me a breakdown of the payments from Delta Dental. Delta Dental pays a $1000 maximum for ortho. The first payment of $500 was made on June 28, 2012 then there were two more payments of $250 made on October 25,2012 and April 25,2013. She stated that there were no return*ed payments.

2/6/14 I call*ed the Western Dental Orange office again. I talked to Andrea who was unable to help me. She gave me the number for ed (714) 571-3383, but that is the same number where no one answered She transferred me to Henry who informed me that he was unable to help me, and I had to contact the collection agency (866) 472-1806.

These are the steps that I have taken, but no one is able to help me.

Thank you,

916-236-9637

Business

Response:

Thank you for submitting your inquiry. Western Dental sincerely apologizes for any miscommunication or misunderstanding that may have occurred. Please be advised that your concerns have been shared with the appropriate management to address and an audit has been performed.

Review: I was asked to sign a document after I was s renderred services that I did not request. I was in more distress than before. I explained to the Dr about prior complications regarding fillings so she proceeds to remove a temporary filling which was fine when I went there now it has pain and super sensitivity. I would have nevered requested something that insurance does not cover which was added to my bill. Called irrigation, I have never been charged out of pocket expenses before been going to dentist all my life. Call customer service was treated so disrespectfully by a rep named [redacted], asked for supervisor 5 times or more, was given her phone number called and left [redacted] three messages no return phone call. Account 810-001641

Product_Or_Service: dental work

Account_Number: 810-001641Desired Settlement: DesiredSettlementID: Refund

Just want my money back. Not asking for pain and suffering.

Business

Response:

Upon review of your treatment record, it was noted that during your visit to the Sacramento

WDS office on March 25, 2013 you had a full set of x-rays and a comprehensive oral

examination. The treating dentist formulated a treatment plan for you that included amalgam

filling on tooth #15 and a deep cleaning on your upper and lower left quadrants. Patient chart

review reflects that you accepted the above treatment plan and associated cost.

Review of your chart records, filling on tooth #15 and deep cleaning was completed on your

upper and lower left quadrant on March 25, 2013. Chart records show that you have not returned

to the office. We apologized for any inconvenience this matter may have caused you and patient

is welcomed to return to this location for an evaluation.

Furthermore, an audit has been completed and for your convenience attached is a copy of the

itemized statement. Please allow 15 to 20 business days for the processing of your refund.

Review: Western Dental of Peoria,AZI have been patiently waiting for your office to refund me $240.16 from 2014. I paid over $800 for dental services in July of 2014, because I needed a crown on my back molar tooth. Well after consulting with the dentist, he decided an Onlay could be offered to help preserve my tooth. So the office Manager [redacted], had explained after all payments were settled by myself & insurance a billing audit would occur to have my refund. According to [redacted], who I spoke with today 2/05/2015, the audit was conducted in November 2014, and the check was going to be mailed to my home address in Mesa. This hasn't happened yet! It has been over 6 mo's now & I still haven't received my refund check. I have contacted Western Dental's corporate office only to hear an email would be sent to [redacted], but I still haven't heard anything from her or their staff following up regarding this matter. I'm overwhelmed this company, is giving me the run around about money that's rightfully owed to me. I'm tired of hearing excuses about more audits an emails are needed to fulfill my request in payment.Revdex.com, please assist in this matter. I am due for my 6 month cleaning & I refuse to give this office another dime of my hard earned money. I need this refund sent back to me, so I can take my business else where!Thank you,[redacted]Desired Settlement: Please submit my refund payment.If a debtor is delinquent paying their debt, they are assessed late fees, interest & derogatory credit ratings.What leverage do I have, besides complaining?

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.Western Dental sincerely apologizes for any miscommunication or misunderstanding that may have occurred. Please be advised that patient's concerns have been shared with the appropriate management to address, and an audit has been performed. The refund amount has been confirmed and a request is already in process to expedite the refund. A check in the amount of $413.71 will be mailed to the patient on 2/17/15.If patient has any questions further questions in regards to he account she can contact [redacted] at [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: My husband is the patient. He was seen in july of this year. We were told they are contracted with our insurance and all we had to pay was the 34.00 which we did. We recieved a bill for $320 stating that is what the insurance did not cover. If our insurance is contracted with western dental then they cannot bill the patient for the difference. I spoke with my insurance and they assured me this was correct and it is illegal. I call the office and no one returns my call but they keep adding on a late fee of 25.00 because we are not paying on the bill.They did an audit on the account and I think some of the charges are from 2 years ago of what the insurance did not pay but again we are contracted. I don't think they can add on charges from 2 years ago as the statute of limitations has run out and they did not inform us this.I spoke with the collections department this am and they informed me my balance is 319.70 and will continue to accrue late charges of 25.00 until we are caught up.I made a 50.00 payment today and set up 2 more payments of $50 for the 6th of Dec and 20th of Dec but they will still charge me a late fee. I don't feel we owe anything but I can't keep going up another $25 every month because no one will return my call to clear this up.Desired Settlement: DesiredSettlementID: Refund

I would like to have a zero balance. Accept the $50 paid today as paid in full. Delete my two other sceduled payments. and call it even. We will definitly not be using western dental again.I would like a written statement from Western Dental that the account is paid in full and closed.

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.Patient was contacted directly and his concerns have been addressed accordingly. Patient is satisfied with resolution and a refund is currently in process. Patient has been informed to allow 15-20 business days for his refund to be completed.

Review: Western Dental refused to acknowledge receipt of insurance payments from [redacted] dental Supplemental plan consequently the local dental office is denying me dental service. The dental service contract for one year service beginning 5/19?14 was paid in full by credit card 12/22/14. Dental services were paid by [redacted] 6/11/14 7/23/.14 and 8/27/14 (see hard copy online)Desired Settlement: Western dental acknowledge receipt of [redacted] payments and Western Dental to repay $360.00 to [redacted] for the contract they did not comply with.

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.Patient's account was reviewed and confirmed that account does not reflect any insurance payments. Insurance company was contacted in regards to missing insurance checks. A trace on the insurance payments was placed in order to determine where the insurance payments were posted. Once insurance payments are located and transferred to patients account a refund will take place. Please allow 15-20 business days for refund to process.Patient was also contacted on 3/13/15 and was informed that WDS has addressed his concerns and patient will be refunded accordingly. Patient was also provided a direct contact person if he wishes to call back to inquire on his refund status. Western Dental sincerely apologizes for any dissatisfaction and any inconvenience that this matter may have caused patient.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Do not do business with this company. Their corporate office is horrible to work with. They do not honor the things they say they are going to do, even when their agreement is recorded. They also refuse to provide you with copies of your contract with them and receipts for payments.

Review: My dental insurance carrier has a contract with Western Dental in which they allowed $3237 for ortho services for my daughter. My insurance carrier paid $1618.50 and my responsibility was $1618.50. I paid them $2855. I requested an audit they said billed correctly and what [redacted] didn't pay is pt responsibility. That is incorrect [redacted] holds a contract with Western Dental and they cannot charge me over the allowable per the contract. Western Dental owes me $1236.50 for an over payment. I have already confirmed with [redacted] and provided the explanation of benefits to Western Dental. I have filed a formal grievance and will contact [redacted] to file a grievance as well. I am an employee for [redacted] and understand the process of insurance and how the contract works. Western Dental owes me money and I would like help in getting my money back for the overpayment. I stated in desired outcome the least amount Western Dental owes me if they continue to argue is $827.50. Western Dental states an extra $143 for patient record keeping and $416-$150 I already paid for a set a retainers.Desired Settlement: I would like Western Dental to refund me my overpayment for services rendered on my daughter for ortho. The minimum owed if they want to argue about it is $827.50 because Western Dental claimed the insurance allowable for one of my daughter's sets of retainers was $416 and I paid $150. They are also stating they didn't charge me the $143 patient records charge.

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case. Please note that responsible party concerns have been forwarded as a formal complaint to the Grievance Committee. A written response will be mailed to responsible party by the committee for a resolution to this matter. Please note that case is due for a resolution on or before September 17, 2015. Responsible party has been informed of the grievance process and understands that she will receive a resolution letter regarding her concerns.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[The grievance process doesn't guarantee the company will do anything to refund my over payment in the amount of 1236.50]

Regards,

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau.The Grievance Committee will review and address responsible party concerns. The Committee will also confirm that benefits are verified properly and responsible party is only billed the allowed amount per insurance benefits. An internal audit will be then completed to determine any overpayment on account, If a responsible party is due a refund the Committee will make the request the refund directly with the Refund Department and refund will be processed accordingly. WDS sincerely apologizes for any inconvenience that this matte may have caused.

Review: I went to Western Dental Ortho in late 2013 requesting that they complete treatment to bring back the upper left lateral tooth back to its position - aligned with the rest of the upper teeth. The initial consultation confirmed that it can be easily done and we entered a contract with the service fee agreed. After over a year of treatment visits where we visited every 4 to 6 weeks, the new Orthodontist who took over the treatment concludes that he is unable to complete the treatment per contract. Western Dental just recently removed all braces from my son's mouth and apparently the time and money investment we made for nearly 14 months have gone all in vain with no results. I requested several times to dialog this with the local office manager in the [redacted] branch and she continues to refuse to meet me or call me. Patient name: [redacted]

Product_Or_Service: OrthodontistDesired Settlement: DesiredSettlementID: Other (requires explanation)

I am requesting 100% refund of the contract amount since 100% of the contracted results have not be accomplished. I am not pursuing our wasted time and money for the numerous ortho appointments at this time. I believe the contract amount is $1299.00

Consumer

Response:

Dear Revdex.com

Review: In 2012 of 1st treatment with down payment with low payments to pay in 18 months as agreed signed then next for last treatment were in one balance as increased my payments on that balance in one account and paid for down payment to pay off all of them in 2 years. Things been well until I paid in full to zero balance on last bill on Janurary 2014 a year ago from today. Been checked in my account, called them and in person often with everything to be sure things going smoothly every time. Did called them back after few weeks after paid in full and did checked it out and said everyhting is done and will close my account and report to credit report within 30 days.No problem. Few months later checked on my credit it shows it still there as called them they said they forgot about it as will report asap and will take care of it. Then again I checked and it get less trust and condicence I got upset and called supervior and explained them what going on he said did talked to them as found out that did paid in full and will take care of that issue. I said okay for last time before out of my frustation on this since its been over agin and over again. Last August 2014 checked on my credit it showed new negative credit showing new balance from them it like I was out of blue. Then I called them and they said I owed that $$ after I asked need prove me I owed another 114 dollars for what? wasted my time for nothing as over again lost trust in them. Was so upset and angry.felt they playing on me since am deaf and it is hard to commuicate so reported all of those 3 credit report agencies and let them know and dispute it and they did accepted and found out the proof and dismissed those two negative on my credit report. Big relief and Yay about time. Until today in mail got their bill how they know my new address I never tell them where and shocked! Called them and told them it dismissed from 3 credit report agencies.They dont care and said its not matter what and said YOU OWE US $$$$Desired Settlement: want it be dismissed and close this account and stop harassment me after they wont cooperate with me or followed the rules even for those 3 credit report agencies and respect !!!

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.Patient contracted on 5/31/12 for $2,041, see attached, a payment plan was scheduled. Patient then returned on 8/21/12 and added additional treatment of $478.00, see attached. On 8/21/12 patient's contract was modified for 17 payments of $117.00 and a final payment of $100.00. Patient has only made 16 payments of $117.00 and a final payment of $103, therefore balance of $114.00 is correct. Please see attached itemized statement reflecting all the treatment completed and payments received. On 10/8/14 patient called and was informed that she had a remaining balance of $114.00 based on her contract and her payments. Patient was also informed on 10/8/14 that she has only paid 16 payments and needed to make an additional payment of $114.00 to pay off account. The late fee has been removed as a good will gesture. Since there is a legal binding contract patient is encouraged to contact hour payment department to avoid any additional fees added to account and to prevent account being assigned to a collection agency. Patient will remain financially responsible for remaining balance. Upon receipt of payment of $114.00 the credit bureaus will be updated accordingly. Western Dental sincerely apologizes for any dissatisfaction and any inconvenience that this matter has caused patient.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am really disappointed on them since they being not honest with us in all even they never give me that statement for this 114 dollars later on after paid off as out of blue its full of crap seriouisly... since payments with 2041 dollars with 2nd treatment $478 dollars with down payment twice on both treatments and increased my payments even add few more months to 2 years to pay off since everything is paid in full as last payment was 103 dollars on January 2014 as they said I dont owe anything since I kept checking online every time after paid the payments all the times its impossible I dont miss any payments in all over 2 years to pay off the balance. IMPOSSIBLE to MISS any. I am disagreed on this. UGH. THey went 114 dollars to credit report without my knowledge without any warnings ...Even I did reported this to Credit Bureu agencies 3 of them and disputed it and The Credit rep told me they took care of it invegation all the issues then accepted my dispute then dismissed this 2 negative balances from Western Dental services. They knew they are wrong , need to stop harrasment for send me bills its all OVER now. They have to move on and let me go and leave me alone. dont ever go to credit report again or I will sue them for harassment.

Regards,

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case. As noted on previous response, patient initially contracted for $2,041.00 and then added additional treatment in the amount of $478.00, bringing total services to $2,519.00. Patient has paid a total of $2,405.00, leaving a remaining balance of $114.00. The itemized statement previously provided reflects all payments received. Patient is encouraged to review her payments. If there is a discrepancy in payments patient can contact, Connie Rocha at 714-571-3320 to further assist in any missing payments. Once account reflects a zero balance patient's credit reporting will be updated with a zero balance. Western Dental sincerely apologizes for inconvenience that this has caused patient.

Review: I notified Western Dental in writing not to call me again for any reason. I know when my families appointments are and I know when the payments are due and I do not need reminders. I received an email from the company saying they are sorry and will not call me again. Since then I have been called twice and I told the caller that I have written to the company and I do not want any more phone calls for them. It is illegal for them to call me after I have notified them in writing not to do so.Desired Settlement: Do not ever call me again.

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau. Please note that the proper department has been notified of patients requests to remove phone number from our database. Patient will not be contacted for any appointment or payment reminders for her account or for any family members. Western Dental sincerely apologizes for any dissatisfaction and any inconvenience that this matter may have caused patient.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Western Dental called me 8 times to confirm an appointment in one day. Four times were automated and four times a person called. They did not say your family has an appointment. They made four separate calls within five minutes of each other. This is harassment as I told Western Dental, in their office, last month not to call me again and they have continued to do so each week. Since they have continued to harrasse me they need to remove the $10 fee they added to [redacted] #[redacted] and the $10 fee they added to [redacted] #[redacted]

Regards,

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau.In the initial complaint there was no mentioned of any late fees or balance disputes. The initial complaint was to address phone calls from WDS in regards to appointment or payment reminders. The complaint was addressed for the accounts that patient is responsible for. Please note that it is our company policy to protect member information. Due to HIPPA regulations we are unable to disclose any information on the accounts in mention due to both patients being over 18 years old. [redacted] and [redacted] are listed as responsible parties on their own accounts. Should patients provide us written authorization to disclose any information, any pertinent information will be disclosed to patient's mother.In the meantime, both patients, [redacted] and [redacted], can contact our Corporate office and request that the number they listed be removed, or to address any fees in question pertaining to their accounts.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am responsible for [redacted]'s and [redacted]'s account. They do not have a job and I pay for everything. My husband and I had an appointment on Nov. 17, 2014. I received four phone calls to confirm the appointments. We arrived 7 minutes early for the appointments. My husband had to wait 45 minutes before they called him in. There were no other customers in the office. I waited 70 minutes and they still did not call me in for my appointment. I tried to reschedule and they still were making me wait, so I left with out seeing the dentist.

This is the worst customer service I have ever seen!

Regards,

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau.A confirmation was received on 11/21/14 that patient's phone number was entered in the do not call list, both in the appointment center and the payment center. The phone number has been removed from all accounts, including her children, [redacted] and [redacted]. Any phone calls made prior to 11/21/14 were made prior this date before request was received by the Revdex.coms inquiry. Western Dental sincerely apologizes for any inconvenience that this matter has caused. Western Dental sincerely apologizes for any wait time that patient experienced that was longer than anticipated. Please note that although our offices continue to use their best efforts to minimize waiting time, wait time and treatment time in the health care setting can be longer than usual when other patients come late and when unexpected surprises or delays occur. Nonetheless, WDS regrets that your wait time was longer than expected.

Review: 03/24/2015 went to Western Dental Services in Chula Vista, CA for cleaning and check of teeth and gum health. I paid in full with my credit card for the treatments that were recommended. Some treatments were performed on March 24, 2015 and I was told to return for treatment on March 27, 2015. I advised staff that I wanted a partial refund because I did not want gum surgery at that office and that I would get a second opinion. I was given a partial refund on my credit card. I returned on March 27, 2015 to have some of the recommended treatments but I declined others that I already paid for bt was yet to be refunded. I was told that the refund would have to go through the corporate office and that the manager would file the forms. The manager advised me that the refund would take up to six weeks before I received the credit on my credit card. I still have not received that refund in the amount of 910.15. I visited the office three times in July and August to speak with the manager. The office gave me an audit of my account showing the amount of overpayment. Office personnel advised me to call corporate office for refund. Several calls to Western Dental corporate office result in employees at corporate office telling me that they are waiting on paperwork from the office manager at the Western Dental Chula Vista office. I have called several more times to both the Chula Vista office as well as the Western Dental corporate office but have yet to receive a refund. I get told that the refund is coming or that there is another delay but no resolution.Desired Settlement: I want the amount of my overpayment, 910.15, refunded to me by check.

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.Please note that patient's concerns have been forwarded as a formal grievance on 10/14/15. A written response will be mailed to the patient. Western Dental has not finalized its review and resolution to this matter. Please note that this case is due a resolution on or before November 12, 2015. The resolution letter will inform patient the refund amount he is entitled and refund will immediately follow.Western Dental sincerely apologizes for any dissatisfaction and any inconvenience that that this matter may have caused patient.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: DETAILS OF THE COMPLAINTIn June of 2011 I went to Western Dental-Manteca to inquire about having braces put on my bottom teeth. After talking with the Orthodontic (Dr [redacted]) I asked if he could fix my overbite on my upper teeth. Once looking over my teeth Dr [redacted] realized I didnt have my lower second or third molars on either side of my mouth. He then began to tell me the different things that he could possibly do to correct my overbite inspite of not having the molars. At this point my hopes were up and my excitement was high. He told me my braces would be on 6 months to a year. The assistant told me that if I made all my appointments, brushed and flossed (which I did) then they would come off on time. I told Dr [redacted] how it important it was for me to have them of no more than a year which was to be June 2012 because my daughter was getting married in July 2012. My braces stayed on for just about 3 years being taken of 4/2014. Dr [redacted] never told me what the possibilities or the outcome could or would be nor what to expect during and once the braces came off. I feel I had an informal unprofessional consultation with Dr [redacted]. During the duration of wearing braces I never understood what was going on, I often asked questions and often referred to the internet for answers. All the while I was in braces I felt that Dr [redacted] didnt know what he was doing because he would often ask me what are we doing today or what would I like for him to do. He would also say things such as I dont know what to do This started to make me nervous and had wished that I didnt get braces with Western Dental. As time got closer to my daughters wedding in 2012 I started reminded Dr [redacted] that I needed the braces off soon for the wedding. He then begin to show nervousness which made me even more uncomfortable. Once June came he showed no signs of taking of the braces off and even more nervousness because he could feel my frustration. I mean, I watched my teeth do the same things for a whole year sCONTRACTI paid all my payments on time and finished the contract. But because of their mistake of over keeping me, and not communicating amongst themselves, Western Dental has falsely charged me an additional $500 the day my braces were coming off (a year and a half later after the contract was closed) otherwise I was told I would not get my retainer which was included in my contract. I was also told I wouldn't be able to get any type of services as far as having my retainer tighten in the future or any other services pertaining the braces.As I stated above: Before taking off my braces they made me sign a paper stating that I was satisfied with the work they did, this was done without seeing my teeth because the braces were still on. Once Dr [redacted] removed my braces he never looked at me face to face while sitting upward, my smile, bite or teeth. I never got a mirror to see my teeth. The assistant explained how to wear the retainer, took pictures and an x-ray then I was sent home. Once I looked at my teeth in my home mirror they were bucked, my front left central incisor tooth had a knick as well as being slanted (uneven). My lip and mouth seems off and the back of my mouth seems lower than the front and on my bottom the lower right central incisor is shorter than the rest. I went into Western Dental with an overbite but came out with bucked teeth and the issues. stated above. This leaves me very self conscious and not wanting to show my teeth, I feel shy to talk because of them. I also had lots of cement still left on my teeth which Dr [redacted] would not listen to me when I told him. I also told the assistant and she said she did not see any cement, so neither believed me.*Note: Dr [redacted] did tell me how bad he felt that he could not fix my teeth.When I took the retainer back to Western Dental I was told by Dr [redacted] and one of the assistant that as long as it stays in my mouth then it should be ok.AFTER BRACES WERE OFFAfter being so upset about my teeDesired Settlement: DesiredSettlementID: Other (requires explanation)

Western Dental has offered to give me 6 months worth of treatment without charge but I would have to go back and be [redacted] who has both already told me they did not know what else to do. Corporate has also come up with their conclusions as to why my teeth are bucked and my molar turned outward which is because I didnt have the bottom molars but Dr [redacted] CLEARLY knew this but went ahead and put braces

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau. WDS has reviewed and resolved the patient's inquiry.

Per Grievance resolution letter dated May 16, 2014 patient was informed that the Committee concluded that the diagnosis, treatment proposed and the orthodontic care provided was appropriate for patient's orthodontic condition. The Committee noted that patient's primary dental-facial-skeletal problem was the loss of nearly all of the mandibular (lower) molars. This led to several long-term problems and handicaps including the drifting and super-eruption of the maxillary (upper) molars. Without sufficient number of posterior (back) teeth to support the occlusion (bite), the bite collapsed and closed. This collapsed caused the forward/outward flaring of the anterior (front) teeth. Such highly compromised conditions are extremely difficult to correct with orthodontic treatment.

The Committee also noted the concern of the appearance of patient's anterior teeth. The Committee observed that the anterior (front) teeth are properly aligned. While the upper anterior teeth are tilted very slightly forward, they are in harmony with patient's facial profile and patient's referenced dental-skeletal condition.

The Committee noted that patient's upper and lower cuspids were placed in proper relationship in patient's dental arches. Accordingly, additional retraction of the cuspids and other teeth is not indicated and would not be on the best interest of the patient.

Patient was encouraged to return to the WDS office in Manteca for re-evaluation to see if it is possible to make small amount of additional correction of the angulation of the anterior teeth. If necessary, any new records needed to complete this evaluation will be taken without any charge to the patient. Patient was also informed that in the event that the orthodontist determines that it is safe and possible to make minor corrections, WDS will provide an additional six months of orthodontic treatment, and new retainers (if needed) at no charge. Patient has not returned to Manteca office for a re-evaluation.

Patient was also notified on her appeal letter dated July 23, 2014 that her concerns regarding the quality of orthodontic care, the Committee re-examined the history of patient's treatment. The Committee again concluded that the diagnosis, treatment proposed and the orthodontic care provided was appropriate for the patient's orthodontic condition. The Committee concluded that patient transfer request to another WDS orthodontic office is not indicated and will not be granted.

Should patient have any further questions, patient may contact the Patient Relations Department at 800-992-3366. extension [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not satisfied because Western Dental is sending me back to the Orthodontics whom had no idea of what to do with my teeth nor gave me a proper consultation before treatment. I feel that WDS was willing to take my money regardless of forewarning me of the possible outcome. Had I known I would have only had braces put on my lower teeth which was my first intention. I only wish that Dr [redacted] would have given me a proper and thorough consultation. I feel that my right was taken from me in determining whether or not I should have gotten the upper braces. I also feel that Dr [redacted] should have discouraged getting upper braces if there would not be support enough due to no lower back bottom teeth. I was mis informed. I would not be disputing this matter if I were the least bit satisfied but Im not at all. This is extremely embarrassing for me.

Review: I received dental work the end of last year, entire balance was paid in full Feb 12, 2014. I recently received a new billing statement of me owing $20. I have since been calling(often), wondering why? Awaiting some audit dep't rep to contact 15 business day after, it has been over 1 month now and still no help. Just this morning I receive a call of Western Dental still trying to collect monies on now (some new balance) of $553.00 and currently on some type of payment plan which has been lacking. I have been trying way too long to get Everyone in Western Dental to tell me where this is coming from and have gotten nowhere. I HAVE NOT received any treatment what so ever since I have paid my balance earlier this year. I'm not sure if Western Dental is making a mistake or someone purposely falsifying treatment on my behalf, but I will no longer stand for the harassment and falsification that has been going on in my name and GETTIN NOWHERE with anyone on this matter.Desired Settlement: I would only like for this (Account/Balance to be closed and confirmation of closure due to the fact that I have paid in full treatment that I have received and have confirmation of it and that I haven't received any service since.

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau. WDS has reviewed and resolved the patient's inquiry. The following is WDS' resolution to this matter:

Upon review of account, it was noted that the insurance company underpaid by $27.50, account also generated a late fees. As a good will gesture Western Dental has adjusted balance to zero. A zero balance letter has also been mailed to patient.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Good morning Ms. [redacted],

Thank you for taking the time to provide us your feedback and concerns regarding the handling of your account. Please note that after reviewing your patient record, it was determined that your patient share for services rendered was $651.10. However, payments in the amount of $646.00 were received from you to date. After further reviewing the payments rendered by your insurance carrier Metlife, it was also noted that payment toward the Nitrous ($20.00) was not received. Thus, this balance is added to the patient share. As stated on the signed Patient Estimator Worksheet: "Insurance benefits are estimated and your actual insurance benefit and patient share may be different. You are responsible for payment for all services."

In the interest of patient satisfaction and due to the delay in providing you the information requested, the late fees assessed to your balance have been removed. Please note that the balance for which you remain financially responsible is $25.10. Please contact us at [redacted] for assistance with your payment. A copy of your Patient Estimator Worksheet and an itemized statement is attached for your review.

Regards,

[redacted]Above is the email copy I recently received from Western Dental, below was my reply.

Thank you for assisting me. Now the only other thing about this was that on Feb 13,2014 when I was making the first payment, I was given an offer of the $25 off if I went ahead and paid the rest in full. And that it where the immediate second payment came in on the same phone call. Was that representative wrong for/about that offer? [redacted]

So my other point being is when I received this email, it said a balance of $25.10. I was offered $25 off on 2/13/14 so it would be what I'm understanding, 10 cents left to pay then. Is there a way to check the call recordings of that morning between the times of 0830-1100? Because I am still definitely not satisfied even with the $25 that I was offered off on that promotion if I had paid the rest of my balance. I have not received anymore emails back since my reply of the above message. It may seem senseless that it is only $25 but I am a single, working mother of 3, and when offered a deal, I take it and do believe that it should be honored by the company whom offered.

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau. WDS has reviewed and resolved the patient's inquiry. The following is WDS' resolution to this matter:

After further review of patient's complaint it is noted that account was given a total discount of $57.60. An itemized statement has already been mailed to patient indicating that all payments were applied to account and discount was applied to account. Account was adjusted and closed with a zero balance, a zero balance letter was mailed to patient on 10/10/2014. No additional adjustments or credits will be applied to account.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

I had yet to recieve any of the above statements and I will not be satified until I do. Today is 10/17/14, if it was mailed to me on 10/10/14 hen I'm sure I would've recieved it by now. I no longer trust anyone in Western Dental only because over the 3 months I've been needing their assistance and supposidly someone was always going to contact me, no-one ever, ever did until it became known with Revdex.com. So, nothing had been resolved as they are telling Revdex.com because I have yet to recieve anything but 2 new statements of owing money.

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau.

The itemized statement and zero balance letter were mailed to patient's address on file, address was also verified by the address patient provided to the Revdex.com.

A copy of the itemized statement and zero balance letter were emailed to patient today. The documents were emailed to patient's email address on file with WD and also verified with the email address patient provided to the Revdex.com.

Western Dental considers this case closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: My daughter [redacted] (1/22/1999) was seen at the National City branch of Western Dental for an exam and x-rays. Upon the first visit it was explain that dental work would need to be proformed and that the "patient responsibility" would be $438 and the insurance (Metlife) would pay approx $900. By July 16th Metlife paid a total of $1216.20 to Western Dental and explained per the contracted rate, I (or the patient responsibility) would only be $161.80. So far I have paid $200 to Western Dental and have receive multiple collection calls daily. Since receiving the explanation of beneftis around July 16th I have been trying to get a hold of a rep from Western Dental to discuss my partial refund. I have made more than 5 attempts to speak with someone. I am filing this complaint as I can not reach anyone at Western Dental to discuss this issue and am fearful that these fraudulant charges will result in my account being turned over to collections and adversly affecting my credit. Thank you for your time....[redacted]Desired Settlement: Western Dental owes me a refund of $39.20 as a result of overcharging me for dental services.

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau. WDS has reviewed and resolved the patient's inquiry. The following is WDS' resolution to this matter:

An audit has been completed and confirmed that Responsible party is entitled a refund of $38.20. Refund documents have been submitted, Responsible party will be mailed a check to address provided. Please allow 15-20 business days for Responsible party to receive refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On 3/7/15 at 3:00 PM, I seen [redacted], DDS Lic # [redacted], she was scheduled to deliver the placement of my permanent crowns. At 3:30 she administered Novocain, and began drilling immediately to remove the temporary crowns. I had extreme pain with her drilling, and it caused my whole body to buckle. Due to lack of numbing she administered additional Novocain. She was able to remove one temporary (Front left) during the process. She attempted with the remaining tooth, and I continued to experience a tremendous amount of pain. I informed her I had encountered the same issue with pain when my temporarys were placed, but that additional Novocain had solved the issue. After [redacted]s 3rd and final attempt to remove the last temporary, I still felt pain and was in tears. She became extremely unprofessional and rude. She yelled Im done I cant finish today; you will have to reschedule because I leave at 4:30! She proceeded to inform me, I would now need additional treatment, a root canal performed with the possibility of having to reorder a new crown. She was incompetent, unprofessional and negligent. I suffered pain and have been misdiagnosed with treatment. She sent me home hysterical and sobbing, with unfinished treatment, then reminded me to schedule for follow up treatment! My mother immediately asked to speak to the dentist. She asked [redacted],if all of her patients left the office in tears and pain? She tried to say she had no wrong doing and gave my mom a prescription for antibiotics and pain. I have never been so mistreated with disrespect and humiliation! This provider should not be allowed to practice with the public.Desired Settlement: I want my dental treatment complete and correct, by a rendering dentist outside of Western Dental. I want these services to be paid for by Western Dental, due to incompetence. My insurance has been charged for services that were not rendered. I also request that the dentist be held accountable for her negligence, and the contract written be void.

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.Please note that patient's concerns have bee forwarded as a formal complaint and a written response will be mailed to the patient within 30 days. The Grievance Committee will review patient's concerns and resolution letter will be mailed to the patient. Also, please note that patient's insurance was not billed for services not yet completed, insurance company can only billed for the services that were complete. A claim was sent to the insurance company for date of service for 2/19/15 (One Hour Bleaching) and 3/7/15 (Crown delivery tooth #9). Patient is welcomed to contact her insurance company for confirmation of the claims submitted.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I did contact my insurance to verify the services rendered were billed correctly. I filed and mailed a formal complaint to WDS on 3/16, and also filed with DCA and received a confirmation letter that complaint is being reviewed. I still have not heard from the original dentist in regards to treatment either. I have court documents ready to file if needed. I will await for your resolution letter.Regards,[redacted]

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau.As stated in previous email, a formal grievance has been filed on behalf of the patient. A resolution letter will be mailed on or before 4/21/15.

Review: To Whom It May Concern:

On October 28, 2013, I entered into an orthodontic contract with Western Dental Services, Inc., for my son [redacted]. I was paying them monthly payment of $103 until August 2014 when my husband lost his job due to emergency family leave. My eye doctor wants me to slow down due to cataract surgery since 2013. Although, I missed some of the payments but I made it up to them.

Previous partial payments were agreed, accepted and made (see attached billing statement). My husband made a Reconstruction of Contract by phone with them on December 2014 with my presence and they agreed to pay $103 monthly payment on every 17th day of the month. And the past due of $500 plus will be included on the contract.

The first payment of $103 went through on 01/10/2015 and was claim from my checking account dated 01/12/2015. This is for the month of December 2014 as per agreed.

The second payment was paid in person on 02/04/2014 on the amount of $103 by way of cash. This is for the month of January 2015.

Third payment was made on 02/17/2015 in the amount of $103 in cash. This is for the month of February 2015.

On 03/17/2015 we made another payment of $103 in cash for the month of March 2015.

For the month of April 2015, we are going to pay them in cash but they won’t accept the payment because we owed them $500 plus amount we supposed to pay.

In between of those monthly payments, we’ve been harassed and threat by phone call twice a week from different Western Dental personnel. They said we have to pay $500 plus payment. We told them we made a reconstruction of contract last December 2014 and it’s been squared away and agreed upon. They said there’s no reconstruction ever made.

After their harassment voice subsides, they found the new contract. Although we agreed upon again on the said contract, here comes another caller from Western Dental Services asking me to pay the $500 plus we owe them. The same process the other personnel did told us, harassment and threat.

I felt harassed and embarrassed whenever I visit their office during my son’s appointment because they always told us to pay them $500 plus we owe or no treatment will be done. We explain to them about the re-contract but they don’t believe us. We have to call the Western Dental billing or collection department inside the clinic facility before they attend my son’s treatment.

We’ve been treated here inappropriately and they misinterpret the contract to us. It is a misrepresentation on their part because they don’t explain the meaning of Reconstructions of Contract I just got into. I don’t think this is miscommunications because I did what they want me to do.

On part of my son treatment, it’s been five months since the Western Dental Services mistreated him because they have to get their money first before they do the treatment. They don’t even call us for any appointment or letter from them anymore. It’s like pay first before treatment.

The resolution I would like to ask is to remove the braces they put on my son’s teeth if they don’t want to do any treatment anymore. It might damage the teeth and will cause rust orally. Please help my son. Thanks and God bless.Desired Settlement: Removal of the braces.

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.Please note that WDS will proceed with the grievance process filed on 9/9/15 due to a complaint that responsible party filed with the Attorney's office. WDS will respond to the responsible party on or before 10/8/15.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,