Complaints

• Initial Complaint

  08/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  -Dental clinic has been charging me 15% above their fee guide since 2020. -This is against their regulatory body's rules unless they notify clients and get informed consent. -When asked if they had notified clients, they said no -I asked for a 15% refund and sent a screen shot of the rules in Ontario -They then said that they actually had sent notification within an email detailing covid protocols -I do not have this email, therefore I was not notified and certainly did not consent to this extra charge -I spoke with a representative of the Ontario Dental Association. She was astounded that a clinic would charge that much extra. When I asked if the clinic followed the rules, if they had sent notification hidden in a covid related email, the rep said no. Even an email dedicated to notifying clients of this extra charge wouldn't be sufficient, as the clients could not give informed consent. She also felt that it would be necessary to notify and get consent from clients before every appointment -I contacted three other dental clinics in the area. They all charge the current year fee guide with no hidden/extra charges, and all were aware of the rules in Ontario - I require a 15% refund(allowing for higher HST) for all applicable charges for myself and my son. I also feel strongly that this clinic needs to notify, and get consent from all of their clients. Even IF they did send out an email in 2020, I very much doubt they've been notifying new clients since then

  Business response

  14/04/2022

  We understand that many people get an abundance of emails on a daily basis; however, to reach the masses, it is the best form of communication, especially after being closed for three months. As previously indicated, the email regarding this was included in a post-COVID re-opening email to all patients of record and the email subject was “IMPORTANT!!  PLEASE READ BEFORE YOUR NEXT VISIT.”  This email was not just COVID related, and the subject did not indicate that it was but rather that it included essential information that should be read before coming in for an appointment. The intention was not to hide the information about the increase in our fees; it was very clearly indicated in the email that there was a fee increase, and a link to the Ontario Dental Association (ODA) website that informs patients of how the Ontario Fee Guide and dental fees works.

  
  It is entirely up to each individual to read an email in its entirety, or even read an email at all, therefore can be of consequence to missing vital information regarding an array of many topics, including this. We have looked back in our records, and it clearly shows this particular email was sent to this patient; we can only assume that the patient was receiving our emails as he unsubscribed from our email notifications shortly thereafter in November 2020.

  
  With regards to the treatment and associated costs, a treatment estimate predetermination was submitted to the patient’s dental benefits provider for his son’s dental treatment performed on February 24, 2022; we do not receive a response for these predeterminations as the provider, these only go to the benefit plan subscriber and obtaining the response which would have indicated the difference of fees is the sole responsibility of the subscriber.  A consent for this treatment was signed by the child’s mother on the day of the scheduled appointment which indicates that the patient or parent in this case is aware of treatment being performed and its approximate costs. 

  
  That being said, as a good will gesture, we are willing to refund the patient the difference between our fees and the suggested ODA fee guide for the treatment in question between July 20, 2020, and February 24, 2022, excluding the treatment that has written consent for the patient’s son that was performed on February 24, 2020.

  
  We trust that the patient will find this agreeable and that he accepts this as official notice of the difference between our fees and the Ontario Dental Association suggested fee guide.here...

  Business response

  20/04/2022

  After speaking with a representative of the Ontario Dental Association (ODA), they assured us that they are not in any position to comment to patient enquiries on the percentage above the fee guide that an office charges as the guidelines specifically state that the ODA suggested fee guide is just that, a “suggested fee guide”; each individual clinic has their own particular set of circumstances that dictate the fees that they feel are justified in charging.  We have confirmed that although the attempt was made through an email that indicated that it was of immense importance to read before attending the office, that further discussion with patients is recommended.

  
  At no time have we ever hidden our fees; we took proactive steps to inform patients of our increase even before it took place, so our intention was never to conceal anything or mislead anyone. With that being said, moving forward, our attempts to ensure our patients understand the fees that we charge will be strengthened; however as recommended by the Royal College of Dental Surgeons of Ontario (RCDSO) the patient should take the opportunity to ask questions with regards to treatment, fees, etc.

  
  All of our patients sign treatment consent forms for treatment with Dr. ********** that clearly state “I have discussed my treatment with Dr. ******* ********** and have been given an opportunity to ask questions and have them fully answered. I understand the nature of the recommended treatment, alternate treatment options, risks of the recommended treatment, as well as the approximate cost of treatment.”  Myself and my team will happily discuss any of this with you at any time and we will not proceed with treatment until the patient is 100% comfortable with the treatment in question as well as associated fees should that be their concern – we welcome your questions at any time.

  
  We cannot comment on what other offices charge as we are completely unaware of their individual circumstances; this would be the same as comparing apples to oranges in that regard.

  
  The client’s original complaint requested a refund of fees equivalent to the difference between the fee guide and the fees we charged him and as previously stated as a goodwill gesture, we have agreed to this request.
  We sincerely hope that this satisfies our client’s concerns and can be assured that at no time did we mean to cause his upset.Tell us why here...

  Customer response

  22/04/2022

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me assuming that they calculate my refund correctly, and that they notify/get consent from their patients for the extra fee. I have added up the total cost of the extra fee visits, and came to $1744.20. 15% is $261.63. They can mail this refund to my home address, and I expect some kind of notification and request for consent for future extra fees sent out shortly
  
  Sincerely,
  **** ********
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩