Complaints

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dentist visit happened on 7.26.24. She asked her assistant to take a panoramic xray and she assured me I wont get charged for it. When the claim has been submitted to my insurance, she also included the $406 charge for the xray. She was dishonest and tried to charge additional for services I didn't need.

  Business response

  07/30/2024

  Patient presented for a limited exam to discuss options for restoring an existing implant that was placed by a different provider back in May 2024. Patient had only sent a Panoramic x-ray of poor quality that was taken in May. During her appointment a bitewing and periapical x-rays were taken. Upon further evaluation, it was determined that a **** ( cone beam imaging ) was needed to further evaluate the healing process of her implant. We had offer to take the **** which the patient consented to. We informed her that we will waive this fee due to it not  being a covered benefit with her insurance.  A panoramic x-ray was not taken at our office. The patient walked out of the office before paying her co-pay with her insurance for the visit, this amounted to $69.20. You can see her statement that is attached.- we did not charge her for the **** and we did not take a panoramic x-ray at our office. We also worked with her insurance to reflect that in her portal so as to not create any confusion. 

  Customer response

  07/31/2024

  I didnt know the difference between a panoramic xray and the ***** Im obviously not a dentist. Yes, they did billed my insurance for $406, but after confronting them, they said they called my insurance and asked them to remove the charge (proof available).

  The xray I had previously sent was clear enough to see the implant and the abutment. If I would have told them I needed a bridge for example, they would have agreed? My point is, they should have told me that what I need is an abutment along with the crown. They had the treatment plan printed before the dentist or the assistant saw me (printed at 10:58 and first interaction was past 11:10-11:15). If I knew the abutment is also needed (an extra $1042), I wouldnt have wasted money on a visit. Visit that other offices have offered as complimentary since Im a new client. 
  They are claiming they spent an hour with me. More lies. I waited a while to be seen and maybe spend max 10 min with the dentist. She looked at the xray, didnt even bother take a look at my implant. So, what exactly do you call a limited exam? She should get paid for the xray and that is all. 

  Business response

  08/16/2024

  To clarify the x-ray that was sent over was not clear or diagnostic of her current healing status. We have documentation and correspondences that are time stamped of when the patient was checked in and checked out. It was informed to the patient that quotes can not be given over the phone and that an exam and consultation needed be done to determine the proper treatment plan, every patient's case is unique and different. The patient was offered the opportunity for a new patient exam to be conducted, which the patient refused and wanted to do a limited exam focusing on just the implant. A limited exam was therefore conducted, necessary diagnostic x-rays were taken and treatment options and plans were discussed. The fee for the visit is based on her insurance coverage and copay, which she refused to pay. Therefore, I am not sure what billing adjustments she is looking for. She hasn't paid for anything. 

  Customer response

  08/19/2024

   
  Complaint: 22058194
  
  The adjustment I was referring to was for the $406 fee (for the ** that they said it will be free and it was indeed removed after) that they initially billed my insurance for. I didnt pay at the time of the visit because I was offered a complimentary consult as a new patient. Had others offices offering the same, so I wouldnt have gone there if I knew there wasnt going to be complimentary. They should train their receptionists better if they provided the wrong info. 

  
  Sincerely,
  
  ******************

  Business response

  08/19/2024

  That CBCT was already waived and adjusted at the time of the appointment. This is seen in the statement attached and highlighted, she has no balance for CBCT with us.  Again, the remaining balance is her copay with her insurance. This is a negotiated rate between her and her insurance. Attached are the notes from our correspondence with date and time stamp with the patient. In the first note it shows that she will have a fee of $69.20 with her insurance. In the second note it shows that we would be willing to waive the exam ONLY if we are able to do same day treatment, otherwise she will have a fee. We were not able to do same day treatment. Again, there is nothing on our end to further adjust.

  Customer response

  08/19/2024

   
  Complaint: 22058194
  
  They refused to provide treatment and offered to provide me with other offices. Definitely dont need that from them. 
  
  Sincerely,
  
  ******************

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