Western Dental Services Inc

Review: Losing income by company's irresponsibility....

I had to take a day off work to be able to have a root canal finished. Less than an hour prior to the appointment I received a call from their office to cancel such appointment with no option but to re-schedule at a later day.

I'm paying this company FULL price for this root canal due to the lack of insurance!

I believe there should be some kind of compensation or discount since this cancellation was not my fault and had to take the morning off my work which obviously affects my income!Desired Settlement: I believe there should be some kind of discount to make up for the working hours lost due to their irresponsibility!!!!

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:

Thank you for bringing your concerns regarding your recent experience at our San Leandro office to our attention. We sincerely regret any inconvenience that you may have experienced due to the need to cancel or reschedule your appointment for root canal treatment. After reviewing your patient record it was determined that you have since returned to the office for the completion of the treatment planned on your tooth #4. As a token of amends and in the interest of continued patient satisfaction a credit in the amount of $25 will be applied toward your patient share. Please allow five business days for the processing of this adjustment.

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.

$25 Dollars is a joke compared to the $125.00 Dollars I lost by taking half a day off my work. (Your doctor did not show to work because she had to cover another doctor at another of your facilities) It's your responsibility I lost my income for half of that day!

Regards,

Business

Response:

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

At times, unforeseen staffing or scheduling demands may dictate a change in the office schedule on a relatively short notice. We see that good faith attempts were made prior to patient's visit to contact him and inform him of the change. Regardless, we apologize for any inconvenience that this matter may have caused.

A $25.00 credit has already been applied to patient's account and at this time we consider this case closed.

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.

Their final word (case closed) makes this institution unreliable, unfair and shows an attitude of "shove it" and live with it.

They should be responsible for "unexpectedly change their scheduling" since it does affect people's income, like in my case.

Review: hi my name is [redacted] I have been paying my son brase for months I called western dental last month and they told me that I was late and owned some late fees. one of the payments that I made they said they got the payment when I call back they never got it. now they want me to pay 145.00 and I fell that it not my fault. also they call me every day and ask for the 145.000 my husband anole get pay once a month. I would like to resovle this matter. thank you.Desired Settlement: I would like my balance back to where is was.

Business

Response:

Please be advised that we have previously attempted to reach you directly to further discuss your financial concerns and advise you that as a courtesy we have previously removed late fees on your accounts, but we have been unsuccessful. Please contact me directly at [redacted].

Review: I went for dental work to Western Dental in February of 2015, I began an account with Western Dental in order to cover and pay my copayments. The initial payment was made at the office with a personal check the balance that remains is to be paid every 12 of the month. I have bill pay from my checking account and make the payments on regular basis. since back in March of this year they keep claiming I have made no payments to the account I have contacted them and explained the situation on numerous occasions and have not received any response. I emailed a receipt from the account showing the money was withdrawn and paid to the account they assigned. I walked in another receipt in to the Western Dental Office in San Fernando showing the payments made to the account, their representative [redacted] was not available. I called numerous times and she has not returned my call. On their behalf western dental corporate office has only frozen my account and will not look into the matter of where the money is going. They claim its a bank issue. I have checked the information with my bank and they are more than willing to speak to Western Dental.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Billing Adjustment

I would like Western Dental to research the matter and find out where my money is going. I would like the account adjusted to reflect only the amount I owe for the services done. Dismiss the remaining balance on work yet to be done and credit my account for the money I already payed.

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.Patient was contacted on 8/4/15 to address her concerns of missing payments on her account. Patient provided payment information and WDS is currently in the process of locating missing payments. Once payments are located and posted to the account WDS will adjust all invalid late fees and interests and also any negative credit reporting will be removed. WDS sincerely apologizes for any inconvenience that this matter has caused patient.

Review: I incurred a debt with Western Dental in August 2013 with automatic monthly payments to be deducted from my checking account in the amount of $105, concluding in September 2014. I was looking forward to the completion of this contractual obligation so that I could purchase an iPad for approx. $105/month for 4-5 months. Just after I purchased my iPad, I began receiving collection letters from Western Dental stating that I STILL owed a balance of $369. When I went to their office, I was told that their billing department made a mistake and that's why I had to start paying a monthly payment again. Additionally, I was even CHARGED A $25 LATE FEE, EVEN THOUGH THEY MADE THE MISTAKE!Desired Settlement: I feel that since this is Western Dental's error, I should not be charged this additional $369 since I was thru paying my debt.

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case. Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau.Patient contracted for $1,845.00 (see attached), patient has only paid a total of $ 1,476.00 (see itemized statement). Inadvertently when the account was set up on automatic payments it was scheduled incorrectly causing the account to still have a remaining balance. Patient has received billing statements after final payment was processed through automatic payments. In the billing statements patient was made aware that she still had a remaining balance of $369.00. Since patient signed and agreed to contract in the amount of $1,845.00 the remaining balance would not be written off. As a good will gesture and due to WD mistake of automatic payment set up, the 2 late fees have been removed as good will gesture. Patient will remain financially responsible for the balance of $369.00WD apologizes for any inconvenience that this matter has caused patient.

Review: When signing the contract for braces I made sure my schedule or my daughters school schedule were not interrupted. I need to have appointments made on Saturdays because my daughter is in after school sports if/when she misses practice she is not allowed to play the following game. I had an appointment on Saturday but was called by Western Dental to reschedule for a Monday because they are overbooked. When I asked is someone else's appointment can be rescheduled considering the effect it will take on my schedule I was told they cannot cancel other appointments. I ended up with an appointment a week away. The following appointment my daughter was left in the dentist chair for 90 minutes without any work being done because the orthodontist was not aware she had brackets already place on her teeth and she was not able to complete the work necessary because the brackets would interfer. I was asked to stay another 90 minutes so that the necessary work can get done. I refused to spend 3 hours in the office in one day. Another appointment my daughter was to get 2 teeth extracted she only walked out of the back room with one tooth pulled when I questioned when the other tooth would be pulled they reviewed the plan and noticed it was not on the contract. They asked my daughter to step back to have the other tooth extracted. My last visit we were told to make another appointment for 6weeks but there are no appointments available on a Saturday until two months later. Receptionist made an appointment 2 months later. There is a problem everytime we visit the office. It took 4 office visits to have my daughters braces on completly.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to transfer offices without penalty. I requested to have services terminated but was told I would have to pay due to the services my daughter had already received. I want to be able to transfer offices and maybe have something done right for once.

Consumer

Response:

If there is any other forms needed please let me know.

Business

Response:

Western Dental Services, Inc. ("WDS") received your inquiry dated January 6, 2014 regarding the above-referenced complaint. WDS will contact the Responsible Party regarding this matter. WDS has mailed the Responsible Party a release form on January 9, 2014 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 the Responsible Party to be able to disclose any information to you regarding this case. As soon as the signed release is received by WDS, we will forward any pertinent information to your office. Should you have any further questions, please feel free to contact the Patient Relations Department at ###-###-####, extension [redacted].

Review: My name is [redacted] former customer of western dental.I initiated contact in Aug,2013 for services.I paid upfront for service I received initially and then agreed to a contract to continue service.I paid $180 upfront at the time of the contract and made an appointment to start treatment 30 days later,I then received a bill couple of weeks later for payment.I did not feel comfortable with how things were done and contacted western dental to terminate my contract and have my $180 refunded to me.I was told contract was canceled and I did not owe western dental any money.In January of 2014 my credit report showed that I have a debt in the amount of $1670 under Medical account.I contacted western dental and spoke with many different representatives who were not very friendly and did not want to help.I finally reached Patient Relation Department to state my Grievance. Again my concern was minimized and I was told External Agency Team is responsible and they will be emailed.I asked if anyone will be responsible to follow up until matter resolved to my satisfaction.I was told that is not how it works.I was given three different numbers to External Agency Department with all three numbers not answering any time and voice recording that (not enough space to leave a message). I still have no idea when this situation will be taken care of.Is there any accountability for people not doing their jobs?How are customer complaints and grievances managed at Western Dental?Desired Settlement: Western Dental False Medical Debt removal from my credit report as soon as possible and letter of explanation of why this was reported as a debt to begin with before even any service started.And why it was not reomved from my credit report when western dental was contacted by me back in OCTOBER of 2013.Further I like to know how complaints and greivance is managed at Western Dental.Why phone numbers are provided when no one answer the phone and there is no way to leave a message.

Business

Response:

Western Dental Services, Inc. ("WDS") received your inquiry dated January 22, 2014 regarding the above-referenced complaint. WDS will contact the Responsible Party regarding this matter. WDS has mailed the Responsible Party a release form on January 22, 2014. 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 the Responsible Party to be able to disclose any information to you regarding this case. As soon as the signed release is received by WDS, we will forward any pertinent information to your office. Should you have any further questions, please feel free to contact the Patient Relations Department at ###-###-####, extension [redacted].

Review: I signed a contract in Octomber of 2014 and had my teeth removed on 10/24/14 it is now 3/16/15 and I just got my denture in February of 2015. Since then I have been back to the denist office several times for adjustments. I have been told by Dr. [redacted] that my jaw does not line up with the denture and that he can only make so many adjustments. I AM NOT HAPPY WITH MY DENTURE!!When I called and asked what the policy was on getting a replacement I was not given a straight answer and was told that it takes at least 2 weeks before I would get a response from the Corporate office. That did not make me happy!!I have been without teeth for several months now and still cannot wear my denture as it does not fit. If I try to wear it, I am in pain and can only wear it for short periods of time, being in pain the whole time.Desired Settlement: DesiredSettlementID: Refund

I would like a refund I don't have any faith or trust in Western Dental as I have been mislead from the beginning.

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 dissatisfaction and inconvenience that this matter may have caused patient. Please note that patient contacted our Patient Relation Department on 3/17/15 to file a formal complaint. A formal grievance was opened on behalf of the patient, please note that this case is due for a resolution on or before April 15, 2015. A written response will be mailed to the patient by the Grievance Committee.

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.Thank you for submitting your inquiry. Pleas note as stated in previous email patient's concerns have been forwarded as a formal complaint and a written response will be mailed to the patient. Western Dental has not finalized its review and a resolution of this matter. Please note that this case is due for a resolution on or before 4/15/15. The Grievance Committee will provide patient with a resolution letter no later than 4/15/15.

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: Please see attachment that was also sent to patient on 04/15/15.

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,

Revdex.com, I just want to say that Western Dental Lied, I went back for adjustments after I got my lower denture at least 10 times after getting my new denture. I Also let them know every time that I went in there how unhappy I was,and the last time the Dr. Stated that perhaps I should consider implants. Since my last appointment I have gotten a new lower denture from Aspen Dental and they fit prefect, and I only had to go to4 visits and my denture is done and fits prefact. As I Stated previously I want to be made hole again. I do not accept the resolve that Western Dental sent me and I will not be happy until they resolve my bill! If they are able to get away with ripping off there customers then why do we even have a Revdex.com.

Review: I made an agreement for a medical treatment plan with a prearranged payment schedule on April 20, 2013 for $2661.00. The payment plan was for 19 payments the first 2 at $133.00, the next 16 were for $140.00 and the final payment for $155.00.

I made monthly payments as scheduled and had paid down my balance to $270.25. I received a letter from Western Dental dated 8/23/14 stating this amount remaining on my contract balance. On 8/26/14 I made a payment of $140.00 against this remaining balance.

At the end of the first week of September 2014 I received a billing statement from Western Dental dated 8/29/14 now stating that I have a contract balance remaining of $1698.75. I contacted Western Dental and made a complaint. I was told that there were charges that my insurance company did not pay but they would go ahead and resubmit them as they had not yet done so. I requested a complete audit history of all charges and payments. I was told it would be mailed in 24 to 48 hours. However, it was never received.

I subsequently contacted my insurance company and found that Western Dental had tried charging for services that were not covered. I was told by Western Dental that they were providing the service at no charge. These were the initial exam and x-rays as I had been to a different provider earlier and Western Dental wanted their own not the ones I provided from the other dentist so they offered to perform for free. Second was a whitening that was being provided in exchange for my multiple return trips to fix problems with quality of service (temp crowns kept falling off). Also, my insurance company stated that Western dental failed to submit billing in a timely manner and was outside of the time limits by as much as 1 year.

On 9/24/14 I made a payment to Western Dental of $125.00 leaving a balance of $5.25 from the original stated contract amount.

The first week of October I received a letter from Western Dental dated 9/23/14 stating that I owed $1698.75 on my contract balance. A few days later I received a billing statement from Western Dental dated 10/1/14 stating that I owed $1598.75.

I called Western Dental on 10/11/14 at 11:06am and spoke to [redacted]. I insisted on receiving a complete audit history and was told by [redacted] that the audit from my first request was never sent. On 10/15/14 at 2:13pm I called and tried to speak to someone regarding the audit. I could not understand the name of the person I was speaking to and I asked if she would spell her name to which she promptly hung up on me. I called right back at 2:14pm and spoke to [redacted] and stated thawhat me to another person named [redacted] with customer service. I explained the situation as I had done before and [redacted] said that the audit I requested from [redacted] on 10/11/14 was being processed and that it would take 10 to 15 days from 10/11/14 to arrive. This audit has never been received.

No other correspondence was received after the billing statement dated 10/1/14 and I assumed that they had discovered their error and closed my account. However, about 2 weeks ago I received a letter from Western Dental stating that my account is past due, that they have been trying to contact me by sending "multiple notices" and that I owe them $1598.75.

I am unable to receive the audit I have requested 3 times. I do not owe but $5.25. I have had no luck in communicating with Western Dental and I need some help from a regulatory agency to resolve this matter.Desired Settlement: Send me a final bill for the $5.25 I truly owe. Take my final payment for the same and close my account.

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 response 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 will responded directly to the patient regarding this matter However, as soon as the signed release is received by WDS, we will forward any pertinent information to the Revdex.com.The release form provided is blank and has not been completed by patient.

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 customer service that failed to meet patient's expectations and for the inconvenience that this matter may have caused. Attached please find the itemized statement that patient has requested. The itemized statement reflect the treatment cost, payments, and any adjustments applied to patient's account. Please note that account was adjusted for the fees charged for the exam and bleaching. When a treatment is rendered the system automatically generates a claim, the claim is then sent electronically. Inadvertently the dentist failed to notify the office that these 2 procedures where going to be done at no charge, therefore the procedures where not corrected as no charge procedure. The insurance benefits where verified on 3/23/2013 with the insurance company. When patient's contract was written it was based on the insurance benefits that were provided by the insurance carrier. There was no clarification from the insurance company that there was a clause in the policy in regards a partial denture and a bridge. After claims were processed, WD was notified by patient's insurance that there is a clause that states that teeth were missing prior to the insurance becoming effective, therefore they would not make any payments towards the partial and bridge. Insurance company also stated that verification of benefits is not a guarantee of payment. Nonetheless, insurance verification will be further reviewed and addressed accordingly. Patient was contacted on 3/11/15 and provided a direct number to further address his concerns. Upper management was also notified of patient's concerns and account will be reviewed. Upon further review of account if it is determined that WD failed to comply with insurance requirements (timely filling) account will be adjusted accordingly. Account has been placed on hold, patient will be contacted directly and notified of additional adjustments or corrections made on 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.

I have selected "Reject Business Response" only because I have been sick and unable to return a call to Western Dental to determine what additional reductions in my billing they are offering as per their response. Since the Revdex.com gave a 7 day time frame to respond I did not want to miss mine time frame. I am hopefully going to be well enough to contact Western Dental next week during normal business days and hours.

Regards,

Review: On May 12, 2014 I was charged $226.00 to have two back molars removed because they were causing extreme pain and were open. I was excited to get the procedure done as quickly as possible but when I arrived for my first attempt at the procedure, the unfriendly front desk told me that a dentist was not scheduled for my appointment. This was frustrating because not only did I leave the office in pain but I also had to deal with the fact that I was going to loose wages from work for having to miss 3 hours of my shift. I reluctantly scheduled another appointment to try to take care of the issues but when I arrived for the second attempt, I was brought to the back and told that the doctor would not feel comfortable proceeding with the scheduled extractions because they wanted me to remove 2 more teeth that were "in the way." I declined this procedure and asked for a refund. The front desk supposably voided the charge and then provided me a receipt of the 'transaction."

Well, after 6 months, the charge has not been removed. I have lost more than 6 hours of wages because of this issue and Western Dental's lack of urgency to take care of the procedure and my well being is concerning on many levels. I have contacted the office on Market St in SF where the appointment and charges took place to get everything corrected but I have been ignored, hung up on and left completely helpless. The corporate office has been contacted and they have not been helpful - only going so far to email the Market St office to tell them to send a refund request back to the corporate office. Confusing right?

I called the Market St. Office to receive information on this planned step to help me receive a refund and it made no sense.Desired Settlement: The obvious and desired outcome would be to receive my refund so I do not have to deal with this issue anymore. I have been patient for over 6 months but the poor customer service, lack of urgency, and complete disrespect to me has continued for too long. I want a resolution now and I want it to be taken seriously. I will gladly head back to the Market St. location to take X-Rays to prove that no procedure has ever taken place.

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case. Western Dental Service, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Revdex.com.

A refund request has been submitted for the amount of $226.00. Refund will be finalized by 11/221/14. The refund will be processed and patient will reflect a credit back to his credit card no later than 11/22/14.

Western Dental sincerely apologizes for any customer service that patient received that failed to meet patient's expectations. Please be advised that patient's concerns have been shared with the appropriate management to address patient's complaint.

Review: 1.On September 23rd, 2013, I had a check-up appointment and received an patient estimator worksheet regarding the Dental services that was offered to me. I was told that my insurance company covers almost everything and that I had to pay 11.60$, which I paid right there and then. 2.On June this year I called to schedule another check-up appointment, and discover (by chance!!!) that my account is under collection!3.I tried to understand why and how did this happen - I have never received any billing statements, not via mail, not by E-mail, nor have I received any phone calls.4.All The Receptionist agreed to say is the name of the collection agency, and the amount billed to them.5.In order to sort the mess, I went to the clinic (June 27th 2014) and talked to the office manager (Alma), who also told me that even though she can't see in the system any attempts to contact me, there is nothing she can do, and that I have to talk directly to the collection agency.6.I even called the headquarters and talked to the service department (July 1st)where a representative named [redacted] told me that it's my Insurance company's duty to notify me on any debts that I have (??!) I still to this day wait for the collection supervisor to give me a call back (allegedly within 24-48 hours).7.My complaints are: why bother give the patient an estimator of costs (after checking the insurance plan and coverage) if in actual the patient required to pay a lot more? and if so, and the insurance company doesn't cover the whole service - it's the provider responsibility to inform the patient of his debts! It is also the provider responsibility to try and reach the patient in all means possible before the final resort - collection agency. And most importantly - if a mistake had been done by the provider - it is their responsibility to give the best customer service possible to correct the damage.8.For lack of any other option and since I obey the law - I contacted the agency (HP SEARS) and payed the debt +interest 90.3$

Product_Or_Service: Dental Care

Account_Number:[redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to get a refund for the interest I payed the collection agency.I also would like an explanation to how all this had happen, since I never changed addresses, or moved out of the address that I gave the day of my first visit, and as I mentioned - I have never received any notifications from Western Dental notifying me of my responsibilities.I also would like my name and details to be removed from the collection agency records - for it's ruining my credit h

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:

Thank

you for submitting your inquiry. Western Dental sincerely apologizes for any

inconvenience that this matter may have caused you. Upon review of your account

we do note that you did pay your estimated patient share in the amount of $11.60

however, your insurance carrier did not pay the estimated amount of $370.40

leaving you financially responsible for the insurance short pay. Records show

that the remaining balance was paid in full with the Collection Agency. WDS has

updated your records and the account has been removed from Agency. At this time

you are not eligible for a refund. Again, we apologize for any inconvenience

that this matter may have caused you. If you have any further questions or

concerns feel free to contact me directly at 714-571-3309.

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 company (Western Dental) did not address any of the issues that were raised in the complaint:

1. Why no one contacted me via mail/ phone/ email to inform me of the debt? I would like to see a written document/ record - any proof that shows that the company tried to reach me before turning the account to a collection agency.

Review: To whom itmay concern:My name is [redacted]. My account is under [redacted]. My daughter got her braces done and [redacted] name was on the bill. The payment was not made because Western /dental refused to give [redacted] info about the bill. I tried manyattemps to communicate with them and they avoided me. On January I recieved a collection bill under [redacted] I called and talked to [redacted] Supervisor form corp on Febuary 25 @1. I explained how my daughter gums where swollen and they will not see her because it has not been paid in full and explained to him about why was my name on collections but the whole time it was under [redacted] and he said it was a mistake the office made and I was going to pay 50% and they will finish my daughters treatment and recall the account. Ive trying to find out why no one got back to me and I keep getting avoided because my account is on collections. [redacted] Chanege the informatiom with my updated phone number and nolonger [redacted] is in the ACCOUNT.Desired Settlement: I want them to recall my account and finish my daughter treatment.

Consumer

Response:

Release form attached.

Business

Response:

Upon review of patient chart, it was noted that during your visit to the office on April 28, 2012 you were presented with a recommended treatment plan. Based on these recommendations you contracted for orthodontic treatment services and you were presented with a copy of the contract reflecting the monthly installment amounts and due dates. Regardless, Western Dental sincerely apologizes for any miscommunication or misunderstanding that may have occurred.

Review: The only dental insurance I have is Denta-Cal. Western ASSURED me they could pull my remaining teeth (3) and replace with dentures within ONE month so that I would only have to pay my "share of cost" once. I had saved my pennies for months and months in order to have the "share of cost" available. On the appointed day, I sat in their lobby for an hour and one-half before the "dentist" saw me. They did absolutely NOTHING except take two digital x-rays (which cost about $13.00 each as confirmed by two other dentists outside of Western Dental), charged me $340.00 (which I paid) and THEN one week later said that they could NOT perform the work in one month and that I would have to pay another share of cost expense. They are incompetent, their office staff are rude and, in my opinion, they are crooks. They drive you CRAZY with telephone calls AFTER you have cut all ties with them. I have written their corporate office requesting a $200.00 refund. I'm SURE they will respond (sarcasm).I believe these people should not be allowed to continue to take advantage of the general public. I contacted the CA dental board but was told this is a civil matter. Really? What does it take to have Western Dental held accountalbe for their actions (or lack thereof). What IS the purpose of the CA Dental Board? Why..with all the complaints about Western Dental....are they still allowed to run rough-shod over people and take their money for services NOT rendered?Desired Settlement: Refund $200.00 as I have been assured by two reputable dentists that the cost for an office visit and two digital x-rays should NOT have exceeded $140.00.

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 response 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" (see attached). As a result, WDS will responded directly to the patient regarding this matter. However, as soon as the signed release is received by WDS, we will forward any pertinent information to the Revdex.com.

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.Patient was contacted directly on 4/30/15 to address his concerns. A refund request has been submitted, patient has been informed to allow 15-20 business days for refund to process. Western Dental sincerely apologizes for any dissatisfaction and any inconvenience that this matter may have caused patient.

Consumer

Response:

Attn: [redacted]

Review: I went to Western Dental on Lonetree Antioch CA over a month ago. I gave them a downpayment of 160 dollars. I ended up having NO work done and asked for a refund. I have spoken to numerous people including supervisors all of which have not given me my money back. I was suppose to get a call back from [redacted] a manager in refunds but I've never heard from him either. Just want my money back.Desired Settlement: I want my cash back. I paid with my debit card which is cash. Id also like interest included for the amount of time this has taken me.

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:

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 patient's complaint. A refund request was submitted to the Refund Department on 10/23/14. Pleas allow 15-20 business days for the processing of the refund.

Western Dental apologizes for any inconvenience that this 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.

[Their response is a joke. I've talked to the office in Antioch several times, I've talked with corporate customer service, Ive spoken to two managers and numerous other people at Western Dental. This is the same response Ive gotten from them for the last 8 to 9 weeks. Every time I call they are "processing my refund". I would like a refund by October 31st. I want a deadline and a quick one. Processing my request in another 2 to 3 weeks is unacceptable. Until I have the refund this matter is not closed.]

Regards,

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:

Western Dental sincerely apologizes for any miscommunication or misunderstanding that may have occurred. In order for a refund to be processed the account needs to go thru the refund process and requirements. A refund was processed to patient' credit card on 10/30/14.

Western Dental considers this case now closed.

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 processed a partial refund of 135 dollars. They still owe me 25 dollars. This case is NOT closed until I obtain my FULL refund. Apparently WD does not read their notes in the computer or my responses in these emails.

Regards,

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.

After further review of account is was noted that dentical paid for patient's exam under her dentical chart. therefore patient will not be held financially for the exam. An additional refund of $25.00 will be processed to the patient. Please allow 48 to 72 hours for refund to reflect back into patient's credit card.

Western Dental sincerely apologizes for any miscommunication or misunderstanding that may have occurred

Review: I am a Mechanical Engineer. In 2011 I have completed some dental work at Western Dental in Reno,NV. I started making payments right after the dental work was done. I have always made my monthly payments on time and I even finished paying off my bills sooner than when I was supposed to finish I remember distinctly that I paid more on my last payment because I wanted to finish paying off the bill and not worry about it any more and I remember they were still charging me without any authorization for two months later even though I had a zero balance with them so I had to call them multiple times to have them stop charging my account. They finally stopped charging my account without my authorization after two months prior to last payment, I thought that would be the last thing I have to deal with them until recently I purchased a new house and my lender ran my credit card about couple month ago and they found out there is a $449 balance it shows on my credit report so I called Western Dental to figure out what is going on, they checked and they said my balance is zero so I asked them to please report that to credit companies and have that fix and they said okay. my lender ran my credit again this week and it is still showing on my credit report and this is effecting my credit score and how much money I can get from my lander. I just cannot have them to fix this problem, I am not sure what to do?! so I decided to get some help from Revdex.com. Thank you for your attention.Desired Settlement: Take the charge off my credit history and not be rude to their customers

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:

Western Dental sincerely apologizes for any customer service that patient received that failed to meet his expectations. . An AUD #[redacted] (Automated Universal Dataform) has been submitted to correct credit reporting. Please allow 10 business days for credit report to update. Also, a letter has been mailed to patient with confirmation of credit report deletion. Western Dental sincerely apologizes for any dissatisfaction and any inconvenience that this has caused patient

Review: I needed to get surgery done.I opened a contract in the [redacted] office. I transfered to the Bellflower office because they could not work with my schedule. I payed off my amount and closed my contracts August 2015.

They did not turn off autopay for my [redacted] contract. They over charged me $359.96.

I met with [redacted] November 28th 2015 and he filed paper work for refund for December 2015. I contacted him December 28th about the refund. He said that the manager of the region changed positions and the paper work was canceled.

He told me to wait until the end of January but I need your help. This has been going on for too long and I cant make any progress.

Please contact [redacted] at the [redacted] Office, I need to get this arbitrarily resolved.

He can be called at five six two three eight two six zero zero eight extension 2.

Account number is BBF zero four zero six seven one seven six one.

He is always busy and people will take your number, but if you keep calling back they will transfer you to him.

Thank you so much for your help!Desired Settlement: I would like a refund of $359.96.

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: WDS contacted the patient to discuss his concerns related to the handling of his account. Upon review of the patient's WDS account, it was noted that the office's request for refund was received and processed by the WDS Billing Department. Patient was advised that his refund was currently being processed. Patient stated that he was satisfied with the resolution provided.

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 still need your help for this dispute.

Review: I went to the dentist at western dental in Lancaster, ca. Dr. [redacted] there told me that I needed a full mouth extraction and that I needed dentures. I got all my teeth pulled. On October 13, 2014 he gave me dentures that have baby teeth. The dentures are too small and too short for my mouth. I still have a hard time eating. Please help me. I don't know how to sue. I don't have the money for civil court and am having a hard time finding a lawyer to handle my case with low income. Please help me. I went back to Dr. [redacted] 3 times and showed him and he didn't care and did nothing. Now I am reaching out for help. He cannot get away with what he has done to me. I am asking for $15,000.00 or at the least $8,000.00. Or, brand new dentures that fit my mouth. Please help me.

Product_Or_Service: dental malpractice

Order_Number: N/A

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

$15,000.00 or $8,000.00

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 inconvenience this may have cause patient. Patient insurance will be refunded for the entire amount that was paid towards the dentures. A refund request was submitted by the office on 11/5/14, refund is currently pending to be finalized. Please allow 5-7 business days for the refund to be finalized to the insurance company. No payments were made by the patient, therefore no additional money will be refunded. Patient was contacted and informed that her insurance, Denti-cal, will be receiving a refund for the entire amount that was paid towards the dentures. Patient was also made aware that no compensation will be granted.

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.

This dentist did not, does not care about me and what he did. He is careless. You should have seen the look on his face. I went back to him 3 times. HE DID NOT CARE OF MY PAIN OR HURT. It is fine that he refunded the denti-cal or medi-cal. But, the fact remains of my hurt and need. He did not close the teeth when he pulled them. He left the teeth open. The dentures are too short and too small for my mouth. I want and need to be compensated. In my initial complaint I asked for $15,000.00 and would settle for $8000.00. I want to be compensated for pain, pain, pain and suffering. The gums are still open as I sit here now. This not too much to ask for a lifetime of pain and suffering. What can I do now? Nothing but hope and pray that I would be compensated. That is what I want. 1) the teeth are still open and tender. 2) I need new dentures. 3) pain and suffering. 4) the knowledge of knowing what he might be doing to others is most painful. I WANT TO BE COMPENSATED.

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case. Patient was contacted on 11/21/14 to address her complaint regarding her dentures. Patient stated she did not want to return to the office and insisted on being financially compensated. Patient was informed that her insurance company will be reimbursed for all monies paid toward her dentures. On 11/28/14 patient insurance, Denti-Cal, withheld $996.30 for all payments made towards her dentures. therefore a refund to patient's insurance is no longer warranted. On rebuttal patient rejected response and requested to be reimbursed for pain and suffering. on initial complaint patient did not state pain and suffering, therefore a formal grievance was filed on behalf of the patient. Western Dental has not finalized its review and a resolution of this matter. The Peer Committee will provide a resolution on or before December 23, 2014. Upon a resolution any pertinent information will be forwarded to the Revdex.com.

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 have read the response. I did ask for $15,000.00 but will settle for $8,000.00. I fear that this may be a lifelong hurt if I don't get compensated for pain and suffering. I am still suffering with these dentures. They are too small and too short. I don't want to go back to the same dentist. They might try to retaliate because of the initial complaint and hurt me more. I want to be compensated and go get me some more dentures that fit correctly and I will be able to eat with dentures that don't flap around even while they are SUPPOSED to be glued down. Please help me. I don't know where else to turn. If I don't get help this may be a lifelong suffering.

Regards,

Review: Account review needed. Removal of late fees and any negative credit marks if applicable.

Over the past years I have been a customer of Western Dental. My location of choice:

11299 San Pablo Ave

El Cerrito, CA 94530

510) [redacted] At the end of 2012, I had a procedure done. My cost of shar was a little over $100 but not more that $200 (I am uncertain of the amount). Before I paid the cost of share, I wanted one of their billing representatives to explain the charge beacuse in the past this location has made billing mistakes (over charged me and my dental insurance for services). After my services, this person was on break and because of my blemish free history with this branch they allowed me have the opportunity to pay later. Before I left this facility, I requested to have their billing representative call me to explain the charge.

Unfortunatley, no representative has called me. I was sent bill after bill each with a late fee attached but when I would ask for the El Cerrito, California site billing representative to call me and explain the charges my request would always be denied. I have never had a problem paying any debt owed to this organization. I have had dental work here and have acquired multiple thousand dollar debts and have pain all balance in full until this occurence.

Now my balance for a simple $100 cost of share (if I even owe this amount because as of now nothing has ever been explained to me) has reached a balance of $600. This is outrageous! I have written their corporate office, but I have never seen a response to my letter.Desired Settlement: I would like the cost of share amount explained. Then if it is determined that in actuality I do owe the amount, I would like to pay this amount ONLY. I would like all late fees removed and any negative credit marks (if applicable).

Business

Response:

Please note that each patient is expected to honor the terms of their financial terms. Review of your patient chart, your signature on the treatment plan, patient estimator form, patient contract, and consent forms attested to your understanding and approval of the treatment plan and the associated costs. Further review of your account, it was noted that an audit was completed and your balance was adjusted to reflect only the charges related to the services rendered.

It was determined that at this time you remain financially responsible for the remaining balance for services rendered. Please note the above referenced account has been assigned to a third party collection agency, Outsourcing Recovery Solutions, and can be reached at ###-###-#### to discuss payment arrangements.

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.

In the proposed action listed, it was stated that after reviewing my account that the amount owed has been adjusted to eliminate the fees and additional charges but that I would still have to contact the 3rd party debt collector to clear the payment. After contacting the debt collector on 03-29-14, the balance shows an amount of $516.06. First, I do not even know the amount of the cost share for my original service, nor has it been explained to me. Infact, it is still not clear to me if I owe any debt. Western Dental has previously made mistakes on my account, which is why I requested to speak with an El Cerrito, California location financial counselor.

Review: I received a mailer advertising from Western Dental Teeth Cleaning (Cleaning, E-ray, and Exam) I set up an appointment and was asked to state that I was here for the advertise special, I pre-filled out their questionnaire and checked in the front desk explaining the services requested from their special offer, Had to pre-pay..I had the xray. done and asked to wait for my cleaning in another cubicle, The doctor came in, looked at my teeth, said OK this person will talk to you about the work needed, This person then stated that the work would cost almost $1500.00 and wanted to me sign for a payment plan. Like I had told all of the personnel there, I'm just here for the Cleaning...They refused to do the cleaning, Asked about the services I paid for, and was told their sorryDesired Settlement: I would like the work finished, Their mailer stated that the Special (in order) Cleaning, X-ray, Exam.. Was the services offered. Still Need Teeth Cleaned....

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 response 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 will respond directly to the patient regarding this matter. However, as soon as the signed release is received by WDS, we will forward any pertinent information to the Revdex.com.

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 dissatisfaction and any inconvenience that this matter may have caused patient. Patient was contacted directly to schedule and appointment for cleaning that is include with the $29.00 promotion special. Patient wishes not to return to the same facility and as a request from patient an appointment will be scheduled at another location. Patient was satisfied with the outcome and WDS greatly appreciates the opportunity from the patient to service his dental needs.

Consumer

Response:

Please re-open the complaint, I did respond to you on your last email, stating that they contacted me, but no one has followed up and the work is still incomplete. They told me that they would schedule me to continue the unfinished service, no one from Western Dental has called back since.

Review: I opened an account for services with this business for which I was going to be sent an invoice for a monthly payment of $125.00 per month payable on the 6th of each month. I was never sent an invoice, and the payment was not made on time. I was notified of this when I had the second appointment with the orthodondist. I said to them that an invoice was not sent. I was told by them that they didn't have anything to do with invoices that they were sent from the corporate office. I called the corporate office and requested them to send me a bill; it never came. After not receiving it days later I called again, this time I verified that my address was correct, and asked for the account number and address where to send the payment. I requested an invoice which up to date has not arrived. I was told that I had pay a late payment fee which I think is unfair given their of apathy to correct this matter.

Acct. #[redacted]Desired Settlement: I would like to receive a monthly bill, and do away with any late payment fees.

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 confirmed that billing statements were sent to the patient, however it has been confirmed that the city was misspelled which could be the reason that patient did not receive his billing statements. Address has now been corrected to reflect the correct spelling. Also, on 4/23/2015 the late fee was removed as a courtesy to the patient. Please note that billing statements are sent as a courtesy, patient is responsible in making his payments per the installment contract and promissory note. Account reflects current and next payment is scheduled for 6/6/15, a billing statement was mailed to the patient on 5/20/15. If billing statement is not received, patient may call the office, call our payment department at [redacted], or make his payment at www.westerndental.com. 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,

Review: I opened up my credit account with Western Dental back in June of 2014. In Jul 2014 I was late and made my payment in August 10 and made August's payment on time. I accumulated a late fee of $25.00 due to July being past due. They took my August payment and applied it towards my late fee causing my August month and anything after a past due which accumulated it to a late fee every month after. I was never aware of this happening to my account. I stopped receiving a statement since August of 2014. Months passed by and I was receiving voicemails from Corporate saying to return their call. When I called back I was told by a gentleman that my account was current and he was not sure of why I was receiving calls. February of 2015 I was told that my account was past due and my account was credit for 2 late fees. Even then I was not told that going forward my account will continue to be past due. March 2015 I called for a payoff amount and I was told my account balance was 456.00. Unfortunately, I had an medical emergency and was able to make my March payment on time but when I called to make my payment I was told my account was 275.00 past due and if I made a payment I will still be behind a late fees will continue to accumulate. I was never aware of this and never received a bill and when I asked if they received any return mail from my address I was hung up on. A customer service rep stated that late fees only occur when THE BILL IS NOT PAID ON TIMEDesired Settlement: I will like all my late fees but 2 (July 2014 and March 2015) to be erased off my account since I was making my payment on time. A customer service rep stated that late fees only occur when THE BILL IS NOT PAID ON TIME which all but 2 months my bill was paid on time.

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau. Please see attached itemized statement reflecting all the services completed, payments, and adjustment applied to patient account. Also, please see attached copy of patient's contact, please refer to page 7, paragraph E. Contract does state that a late fee of $25.00 will be assessed for any payment not made. All payments will be applied in the following way: (I) first to costs, expenses, and charges of collection and enforcement or as otherwise provided for under contract. As patient has confirmed she was late in her July 2014 payment, however when patient made payment on August 10, 2014 only a payment of $85.00 was received, patient failed to pay the $25.00 late fees as stated in her contract. Patient continued making her payments however valid late fees incurred. Please note that a total of 9 late fees have incurred, as a good will gesture WDS has removed 7 late fees, and 1 interest fee of $5.76. Please note that patient has not made any payments since 2/26/15, patient is encouraged to contact our payment department for a payment arrangement to avoid additional late fees. April late fee was removed on 4/18/15 when patient called to inquire dispute her balance. however patient has not made any additional payments. Patient remaining contract balance is $308.00, including 2 late fees. Please refer to contract terms indicating that patient has 11 payments of $85.00 starting June 23, 2014, patient has only paid a total of 9 monthly installments.

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,