Complaints

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked an appointment with *********** after explaining that I was in severe pain from my wisdom teeth. I was trying to get into an emergency surgery to have my teeth removed. The office failed to tell me that there would be a consultation fee and also failed to tell me that they do not seek patients on emergency basis. I was told to bring my x-ray with me which I did, when I got to the office, I was told that the images were not good quality and I would need to seek other images before they can do anything to help me. I was in the office for five minutes. We did not discuss a plan to fix my wisdom teeth. I was just told they need better images after ************** office sent me a bill for over $200 for a consultation fee when no consultation had taken place due to the fact that they need a better imaging. When the doctor offered me no solutions, I decided to seek another dentist who could help , they are now continuing to build even though consultation to place they keep repeating that paperwork says there was a consultation, but there was not . The office is refusing to adjust the bill to the correct zero out amount. *** talked to the office manager and several receptionist they continue to call the incorrect numbers to get in contact with us. The professionalism is zero to none in this office.

  Business response

  01/29/2024

  ******'s consultation was scheduled by his sister regarding the evaluation of his wisdom teeth after being referred by the orthodontic office, which at that time she was informed the fee for the consultation. The panoramic radiograph used was forwarded to us for the appointment, so one was not taken at our office. When ****** presented to our office, he was given a script for a 3D ** scan (see attached) to determine whether the roots of his lower wisdom teeth were located in the nerve canal. This is required prior to the surgical extractions to ensure there wouldn't be any nerve damage done to the patient. Although our office is considered out of network with medical plans, we do try to submit to them as reimbursement for our patients. As an out of network provider, any payment from Medical towards the visit is automatically sent to the patient. We spoke with Empire and have confirmed with them that the patient was sent a check for $168.00 to cover this visit, leaving the patient responsibility $42.00 (please see the attached paperwork). Please note the number given for the account was the sisters mobile number and that is why it was used for patient communication. As per office policy, our patients with medical insurance either pay in full at the time or service, or they endorse their insurance check towards their balance and pay the remaining amount left. *************************, the patient's mother has contacted the office regarding the balance and has spoken to the staff members here erratically, stated she was not paying the bill nor was her son, as well as hiring an attorney rather than discussing her son's account. We have tried multiple times explaining what the ** scan was needed for, and why she had a balance, but ************************* continued to disconnect the phone calls, as well as leaving bad reviews for my business online. The balance is valid, and it is the patient's responsibility.

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