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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
They did not bill my insurance company and dispite over 21 phone calls and promises to fix the issue they are now threatening to take my bill to collections. They had my insurance information. It is not my fault they did not file the claim. I am left with ahuge bill that I do not rightfully owe. This is not the only person they have done it to. Check their google review.!!!!!!
Business response
04/21/2023
Dr. Julie Thomas is extremely dedicated to providing the highest level of patient care/treatment to all patients.
Dr. Julie Thomas's perspective the billing dispute reads as follows:
Dr Julie Thomas has turned over all her front desk staff in the last six months. Dr. Julie learned in October 2022 that the employee that was handling the billing and insurance was not doing the job correctly and released her immediately. At the beginning of November 2023 Dr Julie hired a forensic insurance specialist and she has been very busy correcting patient accounts. Regarding the patient in question, the dental insurance she had on file in our office termed prior to her services in question. The patient did not inform the office that she had new insurance. Per our office call log and chart potations the patient was called multiple times requesting her new insurance information. The insurance specialist was able to obtain the patient's new insurance information and she refiled multiple claims and Dr. Julie authorized several ledger adjustments to her account for claims that could not be refiled. The insurance specialist has spoken to this patient several times explaining the situation and the adjustments that were made. The insurance specialist also reviewed the office policies that state dental insurance breakdowns are only an estimate and that on a patient's treatment plan insurance payments are never guaranteed. Insurance quotes are just an estimate based on the information the office is given.
At time of treatment the patient was given treatment and financial agreements. The patient hen had the opportunity to ask questions. All financial obligations were reviewed. The patient then agreed to and signed the treatment plan and agreed to and signed the financial responsibility agreement.
Dr. Julie Thomas recognized that she had a staffing problem and took swift steps to correct the front office failures. Dr Julie understands that the patient is frustrated and apologizes for any grief the patient suffered while the billing was being resolved. Dr Julie has in the past and will continue to be responsive to the patient's concerns.
Dr Julie and her entire staff will continue to work hard to resolve this matter to a positive outcome.
Business response
04/26/2023
4-26-2023
Patient called into the office to speak with Dr. Julie's insurance specialist. Kristy reviewed account with patient and explained that Dr. Julie was willing to write off half ($272.03) of her balance if patient agreed to pay her portion. Patient agreed to pay her portion of the remaining balance of $272.03.
The conversation went well and the patient stated she was very satisfied. We sent her a receipt of payment and a statement with a zero balance. Patient stated that in the future she will have her dental work done with an in network provider.
Customer response
04/29/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. They should be audited to ensure everyone else gets the same result
Regards,
******* *********
Initial Complaint
05/10/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
In November 2021 I was referred to Dr. Julie Thomas after my previous dentist retired. I scheduled an appointment for an evaluation and routine cleaning which took place on November 15, 2021. I was told my cleaning wasn't complete and I was scheduled to return on November 30. This is the first time I have ever been told to return for a cleaning. In December I received a billing statement indicating Dr. Thomas's office had performed a "scaling" on my teeth. I did not know what that meant, nor did I agree to this procedure. The billing statement indicated a charge of $288 per quad for this treatment, or a total of $1,152. I found this to be outrageous and deceitful. We contacted Dr. Thomas's office for explanation and resolution. We were told a "payment plan" could be set up if that would help, but no explanation for this treatment was ever given to me. In the end, Dr. Thomas's office agreed to take $100 off of the final bill. After my insurance paid there amount, I ended up paying Dr. Thomas $803 to have my teeth cleaned. We are hoping contacting BBB will resolve this situation without any further action by us.Business response
06/02/2022
Dr. Julie Thomas is extremely dedicated to providing the highest level of patient care/treatment to all patients.
Dr. Julie Thomas's perspective of the dental treatment that occurred on November 15, 2021, reads as follows:
The patient was welcomed to the practice as a new patient. In order to establish an oral health baseline a comprehensive exam was performed including a full set of diagnostic x-rays, a CBCT scan (panoramic) and periodontal charting (to determine gingival pocketing — deep pockets indicate periodontal disease). Based on the diagnostic information that was obtained from the X-rays, periodontal charting and exam a treatment plan was developed and reviewed in detail with the patient. The Doctor explained to the patient that due to the deep periodontal pockets a regular cleaning would not be sufficient to treat the current state of periodontal disease diagnosed by the Doctor. The Doctor also explained that the patient would need to be scheduled back for a deep root scaling and plaining (a cleaning that goes below the gum line to remove the extensive plaque and calculus buildup) in order to regain optimal oral health for the patient. The patient then had the opportunity to ask questions. All financial obligations were reviewed. The patient then agreed to and signed the treatment plan and agreed to and signed the financial responsibility agreement. Pre and Post op instructions were given both verbally and in printing to the patient.
Dr. Julie Thomas did not charge the patient for the CBCT scan that was taken, and she also gave the patient a discount on the treatment. Upon request signed copies of documents will be provided.
Dr. Julie Thomas is saddened to hear that one of her patient's is frustrated and confused about the course of treatment.
Dr Julie and her entire staff will continue to work hard to resolve this matter to a positive outcome. At all times, Dr. Julie Thomas was only acting in the patient's best interest with her primary focus being to restore the patient back to optimal oral health.
Dr. Julie Thomas is agreeable to refunding the patient $500.00 with the highest hopes that the patient will continue to practice good oral health care.
Customer response
06/02/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***** *******
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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