Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  $180 on 11/12/24 We went to Dr. Thacker for a FREE braces consultation. I never received information on the fee that was charged. They had the wrong email on file, so never received the email Dr. Thacker's office said they sent disclosing the fee since they had the WRONG EMAIL and they sent a letter that I do not recall getting over a year ago. The office is saying the letter was sent a year ago October 2023. The office already billed ******* for the consultation and got paid around $300 from ******* and still wanting money from myself for the consultation. I was never told or shown the fee which is frustrating and poor business practice.

  Business response

  11/26/2024

  November 26, 2024
  
  RE: Complaint #********
          *****, ******
  
  BBB of OH/KY/IN
  To Whom it may concern:
  
  We received your notification of a complaint.  The patient did receive a “Free Initial Consultation” in January of 2024.  She was seen back for two more followup visits later in the year (August & September).  Further diagnostic records were needed at one of these later appointments to determine a treatment plan.  Our staff usually inform them at the time of scheduling these appointments of the charge, and that they will receive an email about their “copay”. An email was sent about the charges but apparently there was a “typo” in her email. She DID pay her copay when she was in the office for that visit.  Our doctors did a comprehensive consultation following analysis of the additional diagnostic records after that and outlined their treatment recommendations to her. 
  
  She later informed us of her decision to pursue treatment at another practice.  After that we received notification of a “Charge Back” to our bank account, for an “MERCHANDISE/SERVICES NOT RECEIVED” where her previous credit card payment was “taken back” from our account. 
  
  The charges were $360. She paid $180 at that visit in September, which was the “approximate” amount her insurance would not cover.  Her payment was “Taken Back” in November by her credit card company. Her insurance paid $246 of the $360 charge, leaving a balance due of $114.  A Bank Charge of $30 has been added to that, as consequence of her “taking back” her previous payment, since our bank charges us fees for these items.  The balance currently due is $144, due to her “taking back” her previous payment, which was due at the time of service. 
  
  We can provide a ledger printout if needed as well.  Thank you for your help with this matter.
  
  Sincerely,
  
  Thacker Orthodontics
  Kate & Lisa
  Insurance & Billing Coordinators
  (Direct email: *********************)
  Ph# ###-###-####

  Customer response

  11/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  
  
  
  
  Regards,
  
  ****** *****
  

  Customer response

  11/29/2024

  I was NOT notified of the costs. The notification went to the WRONG email and the letter that was sent, was sent in 2023 - over a year ago. No one ever said anything prior to me setting up the appointment. All the other Orthodontist offer no cost consultations

  Business response

  12/03/2024

  To Whom It May Concern:

  We will be adjusting off the balance due, and will not pursue collecting the money due!

  HOWEVER  *** ***** needs to be aware that she DID receive a "Free Initial Consultation" on 1-25-24!!  That does NOT mean future visits will be free, just the "initial" visit.  She had 3 more visits, 8-12-24, 9-30-24 and 10-21-24, and the charges originate from the September and October visits.  Her account has been adjusted.

  Thank you for your assistance. 

  Sincerely,

  Kate Y
  Insurance  & Billing Coordinator

  Thacker Orthodontics

  Customer response

  12/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  I was NOT notified of the costs. The notification went to the WRONG email and the letter that was sent, was sent in 2023 - over a year ago. No one ever said anything prior to me setting up the appointment. All the other Orthodontist offer no cost consultations.  I saw numerous other orthodontist multiple times for check ups to determine the treatment plan (follow up visits/diagnostic records appointment)  to see if my daughter was ready yet for braces AND NONE charged for the free visit. All these visits for all the other orthodontists were diagnostic -  FULL COMPREHENSIVE CONSULTATION and no cost was ever provided  to determine a treatment plan as well and NO COST.
  
  None of the staff ever provided that this particular appointment would have a charge. Never received an email like the response said BECAUSE it went to the WRONG EMAIL and the letter that was sent was over a year old.
  
  
  
  Regards,
  
  ****** *****
  

  Customer response

  12/05/2024

  I also wanted to add that I would like the ******* claim  4101030532 99   REVERSE THE CLAIM THAT WAS SUBMITTED ~  (date of service  9/30/24)   service code: ***** * Unspecified ortho procedure taken back for the $126 that you had ******* paid that was applied to her ortho account.  I am fine with you keep the service 9/30/24  ***** consultation of $120 that ******* paid.  I ONLY want the $126 that was applied towards her ortho lifetime max that was submitted to ******* 

*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. ↩