Complaints

• Initial Complaint

  05/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Im writing in regards to Sletten Orthodontics in ********** *********, now known as ********** Ortho. We had been happy with the care, until we showed up for appointments for my 6 and 12 year old and were notified Dr. ********************** left. We went back for the appointment anyways and neither of my girls were comfortable with the new ortho. She seemed unsure of her work and kept questioning her suggestions with the techs. I notified Sletten Ortho of intent to possibly transfer that same day on March 21. It took multiple phone calls and emails to get records sent over. On 4/19/23 I notified them we would be transferring out immediately to ******************. They advised we didnt have any balances and would send everything over. I checked our SunLife info and found out that they billed insurance for the entire amount of 3 phases of treatment for Abigayle. She was only doing phase one, which totaled $2830 estimated insurance pay of *******. Sunlife paid them the full $2000 because they billed $7195 (for phases 1-3 shes 6, she cant complete treatment for at least 6 years). They have received $2975 for Abigayle, more than her phase of treatment was even for. When I called about this they said we actually owed a balance but they felt bad about transferring and let it go. There is no way we should owe MORE than the initial amount we agreed to, especially when we transferred care half way through treatment. She started her 12 month treatment on 8/22/822 and her last appointment there was 3/21/23. I asked for a breakdown of charges or work completed to date, and they said they cant provide that. Im questioning what was billed for both Abigayle and Alliyah. Since transferring out, theyve continued to bill my credit card twice for both girls. In April, I called and **** said shed reach out to billing and have it refunded. That never happened so I had to file a fraud charge with both credit cards.

  Business response

  06/05/2023

  Hello,

  Spoke with ***************************** shortly after this complaint was filed. Resolution was made. Advised that with the doctor transition and request to transfer out the steps due take time. ******** is supported by ** giving her documents for Sunlife to reflect they had improperly reflected our charge for one of her two girls in care. Family has been given full support on charges being refunded. Sunlife has yet to respond to her request. As per ******** the representative is ghosting her.  Refund is attempted to the credit card but due to marking as fraud it has not yet reflected back on her card. Croix view provided a refund via check to support transition into another practice above the suggested amount. ******** was followed up today 6/5/23 to confirm nothing further needed from us. In this discussion was stated multiple times by ******** that she is ok with the results and support in transition of care.  

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