[redacted] Please See Attached Documents [redacted] November 16, 2015Revdex.comPO Box 1000DuPont, WA 98327Re: [redacted] ID#: [redacted] To Whom It May Concern:I am writing in response to your inquiry dated October 5, regarding the above referenced consumercomplainant and the concerns outlined in your letterPrior to receiving your communication, Ms [redacted] hadcontacted us regarding the same statement of dissatisfaction with Willamette Dental GroupAttached is a copyof our reply.Thank you for the opportunity to respond.Sincerely,Robin S [redacted] Member ServicesAttachment November 11, [redacted] ***Dear Ms [redacted] :I am wnting as follow·up to the online review you recently submitted relating to an account balanceassociated with services you received at Willamette Dental Group (WDG) on May 9, Weappreciate your patience while we looked into your concernsAfter review of our records, it was observed that updates to your address were made in our system inJanuary and March Also, in March 2014, changes were made regarding your insuranceinformationWhen you were seen in May 2014, a copy was made of an Anthem Blue Cross/Blue Shieldinsurance card you providedThis plan was billed lor the services you received at our Beaverton office,and a statement of account was sent to you on June 11, reflecting a balance of $Given thata note was made on your account later the same month that your address was incorrect, we presumethat the post·office returned the mail/statement that was previously sent·In October 2014, our Patient Accounts department extended a call to the phone number we have on filefor you: however, there was no answer, and a message could not be leftLetters were sent shortlythereafter referencing your account and that collection action would take place if the balance was not paid.It appears the next contact we had with you was on October 8, when you called into our Appointment CenterAt that time, the city and zip code of your address was updated, and conversationstook place with our Patient Accounts department and Beaverton office about your account being referredto Western Collections in November 2014.As you may be aware, the Anthem Blue Cross/Biua Shield card you provided reflects information for yourmedical coverageAfter your call last month and an apparent discussion about Cigna being the carrierfor your dental plan, our Patient Accounts department reached out to Cigna about billing for your Mayservices and was advised that an associated claim would not be accepted/processed due to theamount of time that had passed.Though we understand your frustration relating to the circumstances described above, it appears thatWDG's standard protocols were followed in relation to the events that occurredUpon inquiring withWestern Collections, we were advised that they agreed to resolve your account with payment in theamount of $and not collect any additional feesThey have also sent in paperwork to Equifaxrequesting that associated reporting be expunged from your credit historyIf you have not already doneso, a suggestion was made for you to make the same request through www.equifax.comWesternCollections indicated that you filing a dispute with Equifax as well would help ensure that any creditreports made will be removedWe sincerely regret that this experience was not viewed as a positive one, and that it has diminished yourfaith in our practiceAs a customer aervice courtesy, we have enclosed a $check that representsthe amount of a comprehensive service you received at your May appointmentWe hope that this will assist in offsetting the cost of your overall out of pocket expense.Thank you for taking the time to share your concerns so we may have the opportunity to research themfurther and provide a response.Best Regards,Robin S [redacted] Member ServicesEnclosure
RE: Case#: [redacted] : [redacted] To Whom It May Concern: This letter is in response to your inquiry dated August 26, regarding the above referencedcomplainant and concerns regarding services received at our groupIn accordance with the HIPAA(Health Insurance Portability and Accountability Act) privacy rules, we currently do not have authorizationto disclose personal health information to a third party or personal representativeAs a result,correspondence is being sent directly to the patient along with an authorization formIf the completedauthorization form is received, we will forward a copy of our response to the Bureau Thank you for bringing this patient's experience to our attention and allowing us the opportunity torespondWe regret that Mr [redacted] has not viewed their experience with our group as a positive one Sincerely,Taryn M***Member ServicesWillamette
[redacted] Please See Attached Documents [redacted] October 20, 2015Revdex.com POBox DuPont, WA 98327RE: Case#: [redacted] : [redacted] To Whom It May Concern:This letter is in response to your inquiry dated October 19th, regarding the above referenced complainant and concerns regarding services received at our groupIn accordance with the HIPAA (Health Insurance Portability and Accountability Act) privacy rules, we currently do not have authorization to disclose personal health information (PHI) to a third party or personal representativeHowever, since the concern is regarding the complainant's insurance and account balance, which does not contain PHI, the response will be sent directly to the Bureau within days.Thank you for bringing this patient's experience to our attention and allowing us the opportunity to respondWe regret that Ms [redacted] has not viewed their experience with our group as a positive one.Sincerely,Taryn M [redacted] Member Services
Complaint: [redacted] I am rejecting this response because: All they need to do is, when I call to make a teeth cleaning appointment every months, for my wife and myself, is just make the appointment and then clean our teethIt's not that difficultWe've been doing it for years, most years at Kaiser Dental, just not with the problems Willamette causes.Sincerely, [redacted]
Complaint: ***I am rejecting this response because: Again for the second timeAll that needs to happen is, when I call for a cleaning appointment for the wife and I, you make the appointment, we show up and you clean our teethPretty simple, if you ask meWe've been having our teeth cleaned, twice a year, coming up on yearsOf course, it has never been this hardKaiser Dental took care of their patientsSincerely,*** ***
I am writing in reply to your letter dated January 30, and the concerns you forwarded from the customerassociated with the identification number listed aboveThank you for bringing this matter to our attention so we mayhave the opportunity to respond.The Sliding Fee Discount Program referenced
in the complaint is available at Willamette Dental Group (WDG)locations in Oregon and WashingtonIt is designed for consumers seeking reduced fees as a result of financialhardshipQualification for the program is based on income limitations and other specific factors.In the case of this customer, we received her initial application on August 30, 2016, while she was residing in Colorado.Unfortunately, the information provided at that time was not sufficient to satisfy the documentation requirements for theprogramOn September 2nd, a letter was sent requesting address and income verification, along with other materialsthat were needed in order to process her applicationThe next communication was in DecemberPhone calls wereexchanged, and WDG sent another letter outlining necessary documents.On January 10, 2017, the customer called with further questions and discussion occurred about the requestedinformationShe submitted a fax to WDG on January 13th with additional documentation, and another phone call tookplace about materials that were still missing relating to business income reported on a tax returnThis same day, aresolution was able to be reached, and a follletter was sent to the customer on January 31st confirming herapproval for the programOur records indicate she has established an account with WDG, scheduled an appointment,and the discounted fee schedule will be applied when she is seen for services.While we apologize for the confusion described in the complaint, WDG feels that a good faith effort was made in orderto help the customer through the program application processIf you should have any questions, or if she should needany additional assistance, please don't hesitate to contact us again.Sincerely,Debra L***
I am writing in response to your inquiry dated June 13, 2017,
that we received today, regarding the above referenced consumer complainant and
the concerns outlined in your letterPrior to receiving your communication,
the patient had previously contacted us regarding the same statement
of
dissatisfaction with Willamette Dental Group and we responded directly to him.We are unable to share all of the details as we do not
have a release form from the complainant to disclose protected health
information to your organizationHowever, we can relay that the resolution he
requested has been facilitated.Thank you for the opportunity to respond.Sincerely,Kara T***Member Services
Prior to receiving the complaint you forwarded on August 9, 2017, we received notice that similar concerns were brought to the attention of the Washington State Office of Insurance Commissioner (WAOIC)We have addressed the matter and responded directly to the WAOICIt is our understanding that
they will facilitate follcommunication with the Mrs***
*** Please See Attached Documents ***
September 4, 2015Revdex.comPO Box 1000DuPont, WA 98327Re: *** ***ID #: ***Sent Via FacsimileTo Whom It May Concern:This letter is in response to your inquiry dated August 25, regarding the above referenced complainant.Since we did
not receive a copy of the signed HIPAA (Health Insurance Portability and Accountability Act) authorization and the information Ms*** requested regarding her treatment plan with Willamette Dental Group contains protected health information, we are sending our response directly to her.If the completed authorization form is received in the future, we will forward a copy of our response to the Bureau.Sincerely,Stephanie B***Member Services
Complaint: ***I am rejecting this response because: as a patient of plus years with an excellent payment record I feel that they were irresponsible with their efforts in trying to contact me I have the paperwork from the collection agency and it appears that Willamette made one phone call to me and sent the bill twice To the wrong address I may add now because of their incompetence I am $out of pocket Not even a sorry just your not welcome.Sincerely,*** ***
[redacted] Please See Attached Documents [redacted]
November 16, 2015Revdex.comPO Box 1000DuPont, WA 98327Re:[redacted]ID#:[redacted]To Whom It May Concern:I am writing in response to your inquiry dated October 1 5, 2015 regarding the above referenced consumercomplainant and the concerns outlined in your letter. Prior to receiving your communication, Ms. [redacted] hadcontacted us regarding the same statement of dissatisfaction with Willamette Dental Group. Attached is a copyof our reply.Thank you for the opportunity to respond.Sincerely,Robin S[redacted]Member ServicesAttachment
November 11, 2015[redacted]Dear Ms. [redacted]:I am wnting as follow·up to the online review you recently submitted relating to an account balanceassociated with services you received at Willamette Dental Group (WDG) on May 9, 2014. Weappreciate your patience while we looked into your concernsAfter review of our records, it was observed that updates to your address were made in our system inJanuary and March 2014. Also, in March 2014, changes were made regarding your insuranceinformation. When you were seen in May 2014, a copy was made of an Anthem Blue Cross/Blue Shieldinsurance card you provided. This plan was billed lor the services you received at our Beaverton office,and a statement of account was sent to you on June 11, 2014 reflecting a balance of $351.50. Given thata note was made on your account later the same month that your address was incorrect, we presumethat the post·office returned the mail/statement that was previously sent. ·In October 2014, our Patient Accounts department extended a call to the phone number we have on filefor you: however, there was no answer, and a message could not be left. Letters were sent shortlythereafter referencing your account and that collection action would take place if the balance was not paid.It appears the next contact we had with you was on October 8, 2015 when you called into our
Appointment Center. At that time, the city and zip code of your address was updated, and conversationstook place with our Patient Accounts department and Beaverton office about your account being referredto Western Collections in November 2014.As you may be aware, the Anthem Blue Cross/Biua Shield card you provided reflects information for yourmedical coverage. After your call last month and an apparent discussion about Cigna being the carrierfor your dental plan, our Patient Accounts department reached out to Cigna about billing for your May2014 services and was advised that an associated claim would not be accepted/processed due to theamount of time that had passed.Though we understand your frustration relating to the circumstances described above, it appears thatWDG's standard protocols were followed in relation to the events that occurred. Upon inquiring withWestern Collections, we were advised that they agreed to resolve your account with payment in theamount of $351.50 and not collect any additional fees. They have also sent in paperwork to Equifaxrequesting that associated reporting be expunged from your credit history. If you have not already doneso, a suggestion was made for you to make the same request through www.equifax.com. WesternCollections indicated that you filing a dispute with Equifax as well would help ensure that any creditreports made will be removedWe sincerely regret that this experience was not viewed as a positive one, and that it has diminished yourfaith in our practice. As a customer aervice courtesy, we have enclosed a $62.00 check that representsthe amount of a comprehensive service you received at your May 2014 appointment. We hope that this will assist in offsetting the cost of your overall out of pocket expense.Thank you for taking the time to share your concerns so we may have the opportunity to research themfurther and provide a response.Best Regards,Robin S[redacted]Member ServicesEnclosure
[redacted] Please See Attached Documents [redacted]
October 20, 2015Revdex.com POBox 1000 DuPont, WA 98327RE: Case#: [redacted]: [redacted]To Whom It May Concern:This letter is in response to your inquiry dated October 19th, 2015 regarding the above referenced complainant and concerns regarding...
services received at our group. In accordance with the HIPAA (Health Insurance Portability and Accountability Act) privacy rules, we currently do not have authorization to disclose personal health information (PHI) to a third party or personal representative. However, since the concern is regarding the complainant's insurance and account balance, which does not contain PHI, the response will be sent directly to the Bureau within 30 days.Thank you for bringing this patient's experience to our attention and allowing us the opportunity to respond. We regret that Ms. [redacted] has not viewed their experience with our group as a positive one.Sincerely,Taryn M[redacted] Member Services
[redacted] Please See Attached Documents [redacted]
August 11, 2015
Revdex.com PO Box 1000 DuPont, WA 98327
RE: Case #: [redacted]
To Whom It May Concern,
This letter is in response to your inquiry dated August 4th, 2015, regarding the above referenced complainant and...
concerns regarding services received at our group. In accordance with the HIPAA (Health Insurance Portability and Accountability Act) privacy rules, we currently do not have authorization to disclose personal health information (PHI) to a third party or personal representative. Since the concern is regarding the treatment and account balance, the response will be sent directly to the complainant within 30 days.
Thank you for bringing the patient's experience to our attention and allowing us the opportunity to respond.
Sincerely,
Taryn M[redacted] Member Services
C: Michael ** L[redacted]Willamette Dental Management Corp. I Willamette
Complaint: [redacted]I am rejecting this response because: All they need to do is, when I call to make a teeth cleaning appointment every 6 months, for my wife and myself, is just make the appointment and then clean our teeth. It's not that difficult. We've been doing it for 37 years, most years at Kaiser Dental, just not with the problems Willamette causes.Sincerely,[redacted]
[redacted] Please See Attached Documents [redacted]
November 2, 2015[redacted]Revdex.comP.O. Box 1000DuPont. WA 98327RE: [redacted]ID #[redacted]Dear [redacted],[redacted]www.willamettedental.com.I am writing in response to your...
letter dated October 13, 2015, regarding the above referenced consumercomplaint and the concerns outlined in your letter. Prior to receiving your communication, our group hadbeen in the process of working with Mr. [redacted] regarding the same statement of dissatisfaction withWlllamette Dental Group (WDG).Mr. [redacted]'s son, [redacted], was seen in our office on September 22, 2015 The applicable $20.00 office visitfee was charged under their Wiliamette Dental insurance, Inc. plan. On October 12, 2015, Mr. [redacted]contacted our Patient Accounts Department Indicating that he received a statement for the forementioned office visit fee; however, he made the payment at the time of service. At the time, [redacted]'saccount was not reflecting the payment, so our Patient Account's Representative requested that Mr.[redacted] provide WDG with a copy of his credit card information to verify the payment made.Further investigation revealed that Mr. [redacted]'s payment was Inadvertently applied to another patient'saccount with a similar name. The oversight was corrected and the payment was credited to [redacted]'saccount leaving a zero balance. An email was sent to Mr. [redacted] informing him that his payment waslocated and would be applied to [redacted]'s account.Based on the findings referenced above, we do not find that the request for compensation in the amountof $50.00 is warranted. Nevertheless, we understand the circumstances were less than ideal. As acustomer service courtesy, the Practice Manager has initiated an adjustment for the $20.00 office visit feefrom [redacted]'s September 22, 2015, appointment. The adjustment can take up to three weeks to reflecton [redacted]'s account. The $20.00 credit can be applied towards [redacted]'s upcoming appointment or arefund can be requested by contacting our Patient Accounts Department at [redacted]
To whom it may concern:I am writing in response to your inquiry dated July 22, 2016, that Willamette Dental Group received on July 6,2017, regarding the above complainant and the concerns outlined in your letter. Prior to receiving yourcommunication, the patient had contacted us regarding the same...
statement of dissatisfaction with WillametteDental Group and his office of record responded directly to him.We are unable to share all of the details, as we do not have a release form from the complainant to discloseprotected health information to your organization. However, we can relay that the resolution he requested waspreviously facilitated.Thank you for the opportunity to respond.Sincerely,Kara T[redacted]
Complaint: [redacted]
I am rejecting this response because: It is only partly true. They refused to tell me what was needed until January 13, 2017. This matter, however, has since been resolved. I have been approved for the sliding fee scale. But, their response needs to contain correct and accurate information. I also submitted two subsequent applications to them, one in October, and the third in November.
Sincerely,
[redacted]
RE: Case#: [redacted]
To Whom It May Concern:
This letter is in response to your inquiry dated August 26, 2016 regarding the above referencedcomplainant and concerns regarding services received at our group. In accordance with the HIPAA(Health Insurance Portability and Accountability...
Act) privacy rules, we currently do not have authorizationto disclose personal health information to a third party or personal representative. As a result,correspondence is being sent directly to the patient along with an authorization form. If the completedauthorization form is received, we will forward a copy of our response to the Bureau.
Thank you for bringing this patient's experience to our attention and allowing us the opportunity torespond. We regret that Mr. [redacted] has not viewed their experience with our group as a positive one.
Sincerely,Taryn M[redacted]Member ServicesWillamette
RE: Case#: [redacted]: [redacted]
To Whom It May Concern:
First In Proactive Dental CareThis letter is in response to your inquiry we received on September 16, 2016 regarding the above referencedcomplainant and concerns regarding services received at our group. In accordance with the HIPAA (HealthInsurance Portability and Accountability Act) privacy rules, we currently do not have authorization to discloseprotected health information (PHI) to a third party or personal representative. As a result, correspondence isbeing sent directly to the patient. If an authorization form to release PHI is completed by the patient andreceived at Willamette Dental Group, we will forward a copy of our response to the Bureau.
Thank you for bringing this patient's experience to our attention and allowing us the opportunity to respond. Weregret that Mr. and Mrs. [redacted] have not viewed their experience with our group as a positive one.
Sincerely,Stephanie B[redacted]Member Services
[redacted] Please See Attached Documents [redacted] November 16, 2015Revdex.comPO Box 1000DuPont, WA 98327Re: [redacted] ID#: [redacted] To Whom It May Concern:I am writing in response to your inquiry dated October 5, regarding the above referenced consumercomplainant and the concerns outlined in your letterPrior to receiving your communication, Ms [redacted] hadcontacted us regarding the same statement of dissatisfaction with Willamette Dental GroupAttached is a copyof our reply.Thank you for the opportunity to respond.Sincerely,Robin S [redacted] Member ServicesAttachment November 11, [redacted] ***Dear Ms [redacted] :I am wnting as follow·up to the online review you recently submitted relating to an account balanceassociated with services you received at Willamette Dental Group (WDG) on May 9, Weappreciate your patience while we looked into your concernsAfter review of our records, it was observed that updates to your address were made in our system inJanuary and March Also, in March 2014, changes were made regarding your insuranceinformationWhen you were seen in May 2014, a copy was made of an Anthem Blue Cross/Blue Shieldinsurance card you providedThis plan was billed lor the services you received at our Beaverton office,and a statement of account was sent to you on June 11, reflecting a balance of $Given thata note was made on your account later the same month that your address was incorrect, we presumethat the post·office returned the mail/statement that was previously sent·In October 2014, our Patient Accounts department extended a call to the phone number we have on filefor you: however, there was no answer, and a message could not be leftLetters were sent shortlythereafter referencing your account and that collection action would take place if the balance was not paid.It appears the next contact we had with you was on October 8, when you called into our Appointment CenterAt that time, the city and zip code of your address was updated, and conversationstook place with our Patient Accounts department and Beaverton office about your account being referredto Western Collections in November 2014.As you may be aware, the Anthem Blue Cross/Biua Shield card you provided reflects information for yourmedical coverageAfter your call last month and an apparent discussion about Cigna being the carrierfor your dental plan, our Patient Accounts department reached out to Cigna about billing for your Mayservices and was advised that an associated claim would not be accepted/processed due to theamount of time that had passed.Though we understand your frustration relating to the circumstances described above, it appears thatWDG's standard protocols were followed in relation to the events that occurredUpon inquiring withWestern Collections, we were advised that they agreed to resolve your account with payment in theamount of $and not collect any additional feesThey have also sent in paperwork to Equifaxrequesting that associated reporting be expunged from your credit historyIf you have not already doneso, a suggestion was made for you to make the same request through www.equifax.comWesternCollections indicated that you filing a dispute with Equifax as well would help ensure that any creditreports made will be removedWe sincerely regret that this experience was not viewed as a positive one, and that it has diminished yourfaith in our practiceAs a customer aervice courtesy, we have enclosed a $check that representsthe amount of a comprehensive service you received at your May appointmentWe hope that this will assist in offsetting the cost of your overall out of pocket expense.Thank you for taking the time to share your concerns so we may have the opportunity to research themfurther and provide a response.Best Regards,Robin S [redacted] Member ServicesEnclosure
RE: Case#: [redacted] : [redacted] To Whom It May Concern: This letter is in response to your inquiry dated August 26, regarding the above referencedcomplainant and concerns regarding services received at our groupIn accordance with the HIPAA(Health Insurance Portability and Accountability Act) privacy rules, we currently do not have authorizationto disclose personal health information to a third party or personal representativeAs a result,correspondence is being sent directly to the patient along with an authorization formIf the completedauthorization form is received, we will forward a copy of our response to the Bureau Thank you for bringing this patient's experience to our attention and allowing us the opportunity torespondWe regret that Mr [redacted] has not viewed their experience with our group as a positive one Sincerely,Taryn M***Member ServicesWillamette
[redacted] Please See Attached Documents [redacted] October 20, 2015Revdex.com POBox DuPont, WA 98327RE: Case#: [redacted] : [redacted] To Whom It May Concern:This letter is in response to your inquiry dated October 19th, regarding the above referenced complainant and concerns regarding services received at our groupIn accordance with the HIPAA (Health Insurance Portability and Accountability Act) privacy rules, we currently do not have authorization to disclose personal health information (PHI) to a third party or personal representativeHowever, since the concern is regarding the complainant's insurance and account balance, which does not contain PHI, the response will be sent directly to the Bureau within days.Thank you for bringing this patient's experience to our attention and allowing us the opportunity to respondWe regret that Ms [redacted] has not viewed their experience with our group as a positive one.Sincerely,Taryn M [redacted] Member Services
Complaint: [redacted] I am rejecting this response because: All they need to do is, when I call to make a teeth cleaning appointment every months, for my wife and myself, is just make the appointment and then clean our teethIt's not that difficultWe've been doing it for years, most years at Kaiser Dental, just not with the problems Willamette causes.Sincerely, [redacted]
Complaint: ***I am rejecting this response because: Again for the second timeAll that needs to happen is, when I call for a cleaning appointment for the wife and I, you make the appointment, we show up and you clean our teethPretty simple, if you ask meWe've been having our teeth cleaned, twice a year, coming up on yearsOf course, it has never been this hardKaiser Dental took care of their patientsSincerely,*** ***
I am writing in reply to your letter dated January 30, and the concerns you forwarded from the customerassociated with the identification number listed aboveThank you for bringing this matter to our attention so we mayhave the opportunity to respond.The Sliding Fee Discount Program referenced
in the complaint is available at Willamette Dental Group (WDG)locations in Oregon and WashingtonIt is designed for consumers seeking reduced fees as a result of financialhardshipQualification for the program is based on income limitations and other specific factors.In the case of this customer, we received her initial application on August 30, 2016, while she was residing in Colorado.Unfortunately, the information provided at that time was not sufficient to satisfy the documentation requirements for theprogramOn September 2nd, a letter was sent requesting address and income verification, along with other materialsthat were needed in order to process her applicationThe next communication was in DecemberPhone calls wereexchanged, and WDG sent another letter outlining necessary documents.On January 10, 2017, the customer called with further questions and discussion occurred about the requestedinformationShe submitted a fax to WDG on January 13th with additional documentation, and another phone call tookplace about materials that were still missing relating to business income reported on a tax returnThis same day, aresolution was able to be reached, and a follletter was sent to the customer on January 31st confirming herapproval for the programOur records indicate she has established an account with WDG, scheduled an appointment,and the discounted fee schedule will be applied when she is seen for services.While we apologize for the confusion described in the complaint, WDG feels that a good faith effort was made in orderto help the customer through the program application processIf you should have any questions, or if she should needany additional assistance, please don't hesitate to contact us again.Sincerely,Debra L***
I am writing in response to your inquiry dated June 13, 2017,
that we received today, regarding the above referenced consumer complainant and
the concerns outlined in your letterPrior to receiving your communication,
the patient had previously contacted us regarding the same statement
of
dissatisfaction with Willamette Dental Group and we responded directly to him.We are unable to share all of the details as we do not
have a release form from the complainant to disclose protected health
information to your organizationHowever, we can relay that the resolution he
requested has been facilitated.Thank you for the opportunity to respond.Sincerely,Kara T***Member Services
Prior to receiving the complaint you forwarded on August 9, 2017, we received notice that similar concerns were brought to the attention of the Washington State Office of Insurance Commissioner (WAOIC)We have addressed the matter and responded directly to the WAOICIt is our understanding that
they will facilitate follcommunication with the Mrs***
*** Please See Attached Documents ***
September 4, 2015Revdex.comPO Box 1000DuPont, WA 98327Re: *** ***ID #: ***Sent Via FacsimileTo Whom It May Concern:This letter is in response to your inquiry dated August 25, regarding the above referenced complainant.Since we did
not receive a copy of the signed HIPAA (Health Insurance Portability and Accountability Act) authorization and the information Ms*** requested regarding her treatment plan with Willamette Dental Group contains protected health information, we are sending our response directly to her.If the completed authorization form is received in the future, we will forward a copy of our response to the Bureau.Sincerely,Stephanie B***Member Services
Complaint: ***I am rejecting this response because: as a patient of plus years with an excellent payment record I feel that they were irresponsible with their efforts in trying to contact me I have the paperwork from the collection agency and it appears that Willamette made one phone call to me and sent the bill twice To the wrong address I may add now because of their incompetence I am $out of pocket Not even a sorry just your not welcome.Sincerely,*** ***
[redacted] Please See Attached Documents [redacted]
November 16, 2015Revdex.comPO Box 1000DuPont, WA 98327Re:[redacted]ID#:[redacted]To Whom It May Concern:I am writing in response to your inquiry dated October 1 5, 2015 regarding the above referenced consumercomplainant and the concerns outlined in your letter. Prior to receiving your communication, Ms. [redacted] hadcontacted us regarding the same statement of dissatisfaction with Willamette Dental Group. Attached is a copyof our reply.Thank you for the opportunity to respond.Sincerely,Robin S[redacted]Member ServicesAttachment
November 11, 2015[redacted]Dear Ms. [redacted]:I am wnting as follow·up to the online review you recently submitted relating to an account balanceassociated with services you received at Willamette Dental Group (WDG) on May 9, 2014. Weappreciate your patience while we looked into your concernsAfter review of our records, it was observed that updates to your address were made in our system inJanuary and March 2014. Also, in March 2014, changes were made regarding your insuranceinformation. When you were seen in May 2014, a copy was made of an Anthem Blue Cross/Blue Shieldinsurance card you provided. This plan was billed lor the services you received at our Beaverton office,and a statement of account was sent to you on June 11, 2014 reflecting a balance of $351.50. Given thata note was made on your account later the same month that your address was incorrect, we presumethat the post·office returned the mail/statement that was previously sent. ·In October 2014, our Patient Accounts department extended a call to the phone number we have on filefor you: however, there was no answer, and a message could not be left. Letters were sent shortlythereafter referencing your account and that collection action would take place if the balance was not paid.It appears the next contact we had with you was on October 8, 2015 when you called into our
Appointment Center. At that time, the city and zip code of your address was updated, and conversationstook place with our Patient Accounts department and Beaverton office about your account being referredto Western Collections in November 2014.As you may be aware, the Anthem Blue Cross/Biua Shield card you provided reflects information for yourmedical coverage. After your call last month and an apparent discussion about Cigna being the carrierfor your dental plan, our Patient Accounts department reached out to Cigna about billing for your May2014 services and was advised that an associated claim would not be accepted/processed due to theamount of time that had passed.Though we understand your frustration relating to the circumstances described above, it appears thatWDG's standard protocols were followed in relation to the events that occurred. Upon inquiring withWestern Collections, we were advised that they agreed to resolve your account with payment in theamount of $351.50 and not collect any additional fees. They have also sent in paperwork to Equifaxrequesting that associated reporting be expunged from your credit history. If you have not already doneso, a suggestion was made for you to make the same request through www.equifax.com. WesternCollections indicated that you filing a dispute with Equifax as well would help ensure that any creditreports made will be removedWe sincerely regret that this experience was not viewed as a positive one, and that it has diminished yourfaith in our practice. As a customer aervice courtesy, we have enclosed a $62.00 check that representsthe amount of a comprehensive service you received at your May 2014 appointment. We hope that this will assist in offsetting the cost of your overall out of pocket expense.Thank you for taking the time to share your concerns so we may have the opportunity to research themfurther and provide a response.Best Regards,Robin S[redacted]Member ServicesEnclosure
[redacted] Please See Attached Documents [redacted]
October 20, 2015Revdex.com POBox 1000 DuPont, WA 98327RE: Case#: [redacted]: [redacted]To Whom It May Concern:This letter is in response to your inquiry dated October 19th, 2015 regarding the above referenced complainant and concerns regarding...
services received at our group. In accordance with the HIPAA (Health Insurance Portability and Accountability Act) privacy rules, we currently do not have authorization to disclose personal health information (PHI) to a third party or personal representative. However, since the concern is regarding the complainant's insurance and account balance, which does not contain PHI, the response will be sent directly to the Bureau within 30 days.Thank you for bringing this patient's experience to our attention and allowing us the opportunity to respond. We regret that Ms. [redacted] has not viewed their experience with our group as a positive one.Sincerely,Taryn M[redacted] Member Services
[redacted] Please See Attached Documents [redacted]
August 11, 2015
Revdex.com PO Box 1000 DuPont, WA 98327
RE: Case #: [redacted]
To Whom It May Concern,
This letter is in response to your inquiry dated August 4th, 2015, regarding the above referenced complainant and...
concerns regarding services received at our group. In accordance with the HIPAA (Health Insurance Portability and Accountability Act) privacy rules, we currently do not have authorization to disclose personal health information (PHI) to a third party or personal representative. Since the concern is regarding the treatment and account balance, the response will be sent directly to the complainant within 30 days.
Thank you for bringing the patient's experience to our attention and allowing us the opportunity to respond.
Sincerely,
Taryn M[redacted] Member Services
C: Michael ** L[redacted]Willamette Dental Management Corp. I Willamette
Complaint: [redacted]I am rejecting this response because: All they need to do is, when I call to make a teeth cleaning appointment every 6 months, for my wife and myself, is just make the appointment and then clean our teeth. It's not that difficult. We've been doing it for 37 years, most years at Kaiser Dental, just not with the problems Willamette causes.Sincerely,[redacted]
[redacted] Please See Attached Documents [redacted]
November 2, 2015[redacted]Revdex.comP.O. Box 1000DuPont. WA 98327RE: [redacted]ID #[redacted]Dear [redacted],[redacted]www.willamettedental.com.I am writing in response to your...
letter dated October 13, 2015, regarding the above referenced consumercomplaint and the concerns outlined in your letter. Prior to receiving your communication, our group hadbeen in the process of working with Mr. [redacted] regarding the same statement of dissatisfaction withWlllamette Dental Group (WDG).Mr. [redacted]'s son, [redacted], was seen in our office on September 22, 2015 The applicable $20.00 office visitfee was charged under their Wiliamette Dental insurance, Inc. plan. On October 12, 2015, Mr. [redacted]contacted our Patient Accounts Department Indicating that he received a statement for the forementioned office visit fee; however, he made the payment at the time of service. At the time, [redacted]'saccount was not reflecting the payment, so our Patient Account's Representative requested that Mr.[redacted] provide WDG with a copy of his credit card information to verify the payment made.Further investigation revealed that Mr. [redacted]'s payment was Inadvertently applied to another patient'saccount with a similar name. The oversight was corrected and the payment was credited to [redacted]'saccount leaving a zero balance. An email was sent to Mr. [redacted] informing him that his payment waslocated and would be applied to [redacted]'s account.Based on the findings referenced above, we do not find that the request for compensation in the amountof $50.00 is warranted. Nevertheless, we understand the circumstances were less than ideal. As acustomer service courtesy, the Practice Manager has initiated an adjustment for the $20.00 office visit feefrom [redacted]'s September 22, 2015, appointment. The adjustment can take up to three weeks to reflecton [redacted]'s account. The $20.00 credit can be applied towards [redacted]'s upcoming appointment or arefund can be requested by contacting our Patient Accounts Department at [redacted]
To whom it may concern:I am writing in response to your inquiry dated July 22, 2016, that Willamette Dental Group received on July 6,2017, regarding the above complainant and the concerns outlined in your letter. Prior to receiving yourcommunication, the patient had contacted us regarding the same...
statement of dissatisfaction with WillametteDental Group and his office of record responded directly to him.We are unable to share all of the details, as we do not have a release form from the complainant to discloseprotected health information to your organization. However, we can relay that the resolution he requested waspreviously facilitated.Thank you for the opportunity to respond.Sincerely,Kara T[redacted]
Complaint: [redacted]
I am rejecting this response because: It is only partly true. They refused to tell me what was needed until January 13, 2017. This matter, however, has since been resolved. I have been approved for the sliding fee scale. But, their response needs to contain correct and accurate information. I also submitted two subsequent applications to them, one in October, and the third in November.
Sincerely,
[redacted]
RE: Case#: [redacted]
To Whom It May Concern:
This letter is in response to your inquiry dated August 26, 2016 regarding the above referencedcomplainant and concerns regarding services received at our group. In accordance with the HIPAA(Health Insurance Portability and Accountability...
Act) privacy rules, we currently do not have authorizationto disclose personal health information to a third party or personal representative. As a result,correspondence is being sent directly to the patient along with an authorization form. If the completedauthorization form is received, we will forward a copy of our response to the Bureau.
Thank you for bringing this patient's experience to our attention and allowing us the opportunity torespond. We regret that Mr. [redacted] has not viewed their experience with our group as a positive one.
Sincerely,Taryn M[redacted]Member ServicesWillamette
RE: Case#: [redacted]: [redacted]
To Whom It May Concern:
First In Proactive Dental CareThis letter is in response to your inquiry we received on September 16, 2016 regarding the above referencedcomplainant and concerns regarding services received at our group. In accordance with the HIPAA (HealthInsurance Portability and Accountability Act) privacy rules, we currently do not have authorization to discloseprotected health information (PHI) to a third party or personal representative. As a result, correspondence isbeing sent directly to the patient. If an authorization form to release PHI is completed by the patient andreceived at Willamette Dental Group, we will forward a copy of our response to the Bureau.
Thank you for bringing this patient's experience to our attention and allowing us the opportunity to respond. Weregret that Mr. and Mrs. [redacted] have not viewed their experience with our group as a positive one.
Sincerely,Stephanie B[redacted]Member Services