Western Dental Services Inc

Review: On 7/22/2014 I was going to have a root canal done, but what they could do that day was to give me a temporary filling. A new appointment was scheduled for a root canal the next week, but I decided not to, because the dentist turned me away for being minutes late. I was extremely upset that I had waited for over an hour at the previous appointment, but was told they would not see me the day I was late by a few minutes.

I walked out of the office and have not gone back.

In October, I checked my credit score, as I do periodically. I noticed a delinquent account from Western Dental. I then called Western Dental to inquire about this delinquent account status. I was told that I owed over $300 for work done at Western Dental. I explained that the root canal was never done. The representative said that there was a filling done, and that I had to pay for that because the Western Dental insurance that I have does not cover it. I then asked him to send me a bill so that I could have a copy of the itemized statement. When verifying my address, he said the incorrect address. My address starts with 359 and he said 344. I told him they had the wrong address on file, and he said he would update it to the correct one and send me the bill.

About a month later (11/25/2014), I had not received a bill, so I called Western Dental to ask why I had not received a bill. I was then told that I had incurred a $25 late fee for not paying the $85 bill and my new balance was at $110. I asked to verify my address and they still had the wrong address. I spent about two hours trying to talk to the supervisor. When I finally got to speak to him, he told me that he could not reverse the late fee, even though they didn't fix the wrong address the first time I called.

The reason I didn't think to pay for the filling in the first place was because I thought my insurance would cover it. Even after explaining this he said that billing denied the reversal of the late fee.Desired Settlement: I would like to have a copy of the itemized bill, and have any late fees, and delinquent account status on my credit report removed. I have seen other reports where Western Dental replaces a balance due on credit reports with a 0. This causes the negative account to stay there for 7 years. I want them to remove it and make it as if it was never there, to rectify their mistake in billing. I would also like an apology from the collections supervisor for treating me like I didn't intend to pay anything.

Business

Response:

Western Dental Services, Inc. ("WDS") is in receipt of the Revdex.com's inquiry regarding this case.Patient was emailed an itemized statement reflecting all treatment completed, also a copy of his signed contract was attached to the itemized statement. In the contract patient was informed his co-pays for the treatment he contracted for. Billing statement s are sent to patients as a courtesy, patient is responsible in making payments under the conditions of the contract terms. On 10/14/14 patient called WD and patient was informed of his remaining account balance for services rendered, patient was also informed that all late fees were removed as good will gesture. Patient has not made an attempt to make a payment. Records also reflect that on 11/25/14 patient was again informed of his remaining balance and was made aware that all late fees have already been removed. Patient will remain financially responsible for $85.00 and is encouraged to contact hour payment department to make a payment arrangement. Once patient pays balance in full an update to his credit report will be submitted reflecting account was satisfied. Credit reporting will not deleted due to patient being informed of his financial obligation when patient signed and agreed to contract terms. Western Dental sincerely apologizes for any miscommunication or misunderstanding that may have occurred.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution, of paying $85 would be satisfactory to me. I will wait for the business to fix the past due account on my credit and not just make it as if it was paid late. If it does, I will consider this complaint resolved.

Regards,

Review: Both my daughter and son received dental cleaning and xrays on the same date patient chart # [redacted] and [redacted] and [redacted]. I was charged $42.00 for [redacted] and $139.00 for [redacted]. These services should have been covered under my insurance. When I called billing they said [redacted] xrays were covered and [redacted] not and that there were different charges because [redacted] was charged as an adult and [redacted] as a child. I have had this insurance for many years and have NEVER been charge for a cleaning and xrays. On the day that the services were given I had asked about charges and they said they could not help me because it was a Sat. And now that I have questions they keep referring me to my insurance. I have never had this problem in the past. I asked if they would rebill the insurance and was told they could not help. When I went to pay for [redacted]'s bill they could not even find his information. even after giving them all the info from my bill I received from them.The rep had to get a manager to find his info. I have paid both the bills in full

Account_Number: [redacted] and [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like the company to follow up with the insurance to be sure that I was billed properly and that it was paid by the insurance correctly. I would like reimbursement of any overpayment.

Business

Response:

Western Dental Services, Inc. ("WDS") received your inquiry dated December 5, 2013 regarding the above-referenced complaint. WDS will contact the Responsible Party regarding this matter. WDS has mailed the Responsible Party a release form on December 5, 2013. 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 had paid in full for services that where not rendered to me back in 11/29/2008. I had entered in contract with them to provide me with dental services, I had issues with my wisdom teeth that I had toes one of there specialist. The schedule they had for this Dr. never worked for my schedule as at that moment I worked in San Diego, but lived in Anaheim. I ended up going somewhere else as this office could not accommodate me in any way. Years passed and recently my wife [redacted] contacted the office as I had not had my issues fixed with my wisdom tooth as of yet. It was April 17, 2014 I had my appt my wife specifically advised them of the reason I was going in for my issues that I had gone in contact with them back in 2008. I went to my appointment they did not have my records as they said it was in "storage" and had to be pulled to contact a manager so that it could be located, I left the office a pointless appt. Nothing accomplished. Since I didn't hear back from them my wife [redacted] called on 5/29/14 manager was not in would call us back the following day at noon. He never called us so my wife called again 6/2/2014 she was on hold for a very long time and they had not updated my personal info on file, the "manager" [redacted] was calling our old disconnected number they had on my file. Note: I had updated all my personal info back in April when I went for my appointment. Another week passed as my file was not available yet, my wife [redacted] called again, on hold for a long time once again, [redacted] came on the line he said a refund check was issued to us and he was to wait for corporate to get back to him to see if check was ever cashed. My wife [redacted] told [redacted] we had never received a refund check but would wait for him to call us back. On 6/24/14my wife called [redacted] again as he had not called us back yet, he stated to her no refund would be issued to us since the insurance paid less then what was billed, I asked him to send me EOB, as my wife stated to him that services where not performed.Desired Settlement: I am not happy with the way the office/manager handled my issues. I got the run around every time my wife would call. She also called corporate on 6/24/14 to file a complaint and they gave her a different answer, they stated my "credit" on my account was credited to my wifes account. They would get back to us once they look into account within 30 days. I have not received any emails, calls, or regular mail regarding this issue. I need my monies refunded to me as they never completed services.

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau. Western Dental sincerely apologizes for any miscommunication or misunderstanding that may have occurred.Due to the time lapsed that had occurred from the last office visit in 2009 patient's chart was sent to storage due to patient not returning to office after 3 years. An audit has been completed for all the treatment that patient received in 2008 and 2009. Audit findings show that patient still had a remaining balance of $554.30 due to insurance underpayment, patient's insurance maxed out. Patient's insurance did not pay the estimated amount, therefore any insurance shortfall is patient's responsibility. Due to the time that had elapsed the amount of $554.30 was adjusted to zero since we can no longer bill the patient. Patient is not being charged for extractions he originally contracted for. Patient is not warranted a refund. An itemized statement will be mailed to patient reflecting all treatment completed. all patient payments, and all insurance payments. Patient can contact his insurance company, Metropolitan, to obtain his Explanation of Benefits for further verification. EOB's were sent to patient by his insurance company when claims were processed in 2008 and 2009.

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 a signed contract with the Dental Office to perform teeth extractions that where never performed. If I owed anymonies to Western Dental they would have harassed me until they got their payment. Not once did I hear from them phone/mail in regards to a balance due. If so I am a man of integrity and I pay my bills in full, my credit history can prove that!!! I find it unproffesional that they would keep money for services never performed on me. I will wait to recieve the EOB that I already have from them to compare. The way the company is unprofessional and shady. I have never dealt with such situation. I paid for my wisdom teeth to be extracted and it was never performed, plain and simple I deserve my refund.

Regards,

Business

Response:

Western Dental Services, Inc. ("WDS") appreciates the opportunity to address the concerns filed by the patient with the Business Bureau.When patient first presented to the office in 2008 he did contract for extractions, however patient did not have the extraction completed. Patient had a credit on his account. An amount of $251.70 was transferred to patient's wife account on 6/15/2009, still leaving patient with a credit. Patient then returned on 6/23/2009 to add more treatment. Patient signed a contract for new treatment and treatment was completed. Patient's insurance did not pay for the entire treatment for 2009 due to insurance maxing out. The credit left on the account from 2008 was applied to the 2009 balance due to insurance short fall, therefore no billing statements where generated to bill patient for insurance underpayment. In the contract that patient signed it indicates insurance benefits are estimated and patient's actual insurance benefit and patient share may be different. Patient is responsible for payment for all services. An itemized statement was mailed to patient reflecting all treatment completed and payments applied to his account. Patient was also provided with Explanation of Benefits from his insurance company in 2009 indicating that he had maxed out and patient would be responsible. Patient is responsible in obtaining additional copies of his Explanation of Benefits thru his insurance company. The itemized statement will confirm to the patient that although his credit of 2008 was applied towards his 2009 balance there was still a remaining balance of $554.30. Due to the statue of limitations that would not allow us to bill the patient, the remaining balance of $554.30 was adjusted off as good will leaving patient's account at a zero balance.

Review: When I schedule the appointment, the lady on the phone told what to expect from my visit. X-rays, discuss any treatment I may need, affordable dental plans, etc. I even visited the website. Everything sounded great. When I arrived for my 5:00 pm appointment, I fill out all the paper work. I got called at 5:45 pm, to tell me that they could not see me, they had to reschedule me because they were closing. The sign at the door said that they closed at 7:00 pm. I asked to speak to a supervisor, I did not get a supervisor. He was there and was aware of the situation. They decided to just get me in and out right away so they all could go home. I went to the x-ray room, they wanted only to take one x-ray of the tooth that was hurting. I told them, if I was paying 104.00, I wanted them to at least take x-rays on the side that was hurting. While they were taking the x-rays, the receptionist was charging me for the visit(very unprofessional). I took out the cash to pay and she said they don't take cash(maybe their cash box was already balanced). I paid with my card. Finally a lady comes, takes a look at the x-rays. She starts saying I think, I think. What? Shouldn't they KNOW? I told her I went to the doctor 2 weeks prior to the visit and the doctor gave me antibiotics (amoxicillin). Everyone was in such a rush to get out of there, that she gave me a prescription. The name of the antibiotic she wrote was AMOXICILLIN. Then I ask if they could show me the plans. She said the person already went home. The Supervisor was there. No one wanted to help me, they just wanted to go home. This experience was HORRIBLE. Nothing was done right, customer service was terrible, and the same way I went in, is how I went out. My visit lasted 15 mins(45 mins waiting time, 15 mins service). I don't think it's right what they did. I paid $104.00 to get a 15 min visit. You definitely don't get what is advertise:(

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

I want all $104.00 back.

Consumer

Response:

Hello,

Review: This is on behalf of my daughter [redacted] for whom I signed a contract for orthodontics. I made all payments since then and each and every month from 2010 to 2013 for the amount of $108. One payment for $111 was paid upfront as well. We entered the contract back in 2010 for less than the amount of $4049. There are billing discrepancies from the business which has not been addressed until October 2014 when I received a bill for $158 stating that I should pay again for the plan fee and a missing month. I am surprised with a bill for $158 and more again with it being raised to $183 today per their statement and when I asked what the bill is for I was not given a straight answer and was hung up on several times and when I asked what month I am missing they could not give me an answer either and been transferred from one customer to another to be hung up on. It has been a month I am inquiring about the bill with no answer and when I got the bill again I had to copy the contract and the history of my payment and ask for a refund of over payment. I called today to be hung up by them again without a straight answer for the amount which was raised and for the fee that I have already paid upfront.When I went to the office I found out that the discrepancies is done from their end where they charged me twice for one month back in February of 2011 and they did not catch their mistake until recently. I believed that I paid the contract in full because when I asked about the pay off balance back in august of 2013 a customer service representative told me that the pay off balance was $327 remaining balance to pay off the amount of the contract which I paid in full in August of 2013,without proper notice they send me a bill for $158 stating now they did not get the payment for one month and other fees that I am not aware of nor I should be paying. The fee for $50 according to the contract is already paid back in 10/06/2010 for the plan fee and nothing in the contract states otherwiseDesired Settlement: The Revdex.com looks at their discrepancies and adjust the contract amount to what is stated in the contract and each one of us abide by the contract and if they breached the contract even if the Revdex.com finds that there is any money owed to them it should not be recovered because they breached the contract and I would like a refund of $108 over payment as my refund.

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: Responsible party was contacted and contract terms were reviewed. Please see attached copy orthodontic contract verifying that responsible party contracted for the amount of $4049.00. Also, attached is the itemized statement reflecting all payments made on account. Responsible party has paid a total of $3,941.00, leaving a remaining balance of $108.00. Included is also the Western Dental Orthodontic Treatment Policy signed by responsible party. Please refer to page 2 #5 were responsible party was made aware that the $50 yearly plan sale will be added automatically to the balance and is obligated to pay under the installment contract with Western Dental. One plan sale of $50 was added to remaining balance of $108.00, therefore remaining balance of $158.00 is correct. A refund of $108.00 is not warranted since there is no overpayment and there has been no breach of contract from Western Dental. Western Dental sincerely apologizes for any miscommunication or misunderstanding that may have occurred.