Complaints

• Initial Complaint

  05/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Nov. 28, 2022, I made a deposit of $2,572.45 for an oral surgery to be done on Dec.01, 2022 which the deposit was only $1,957.25. The day of the procedure I would be required to pay the balance of $5,255.55. The policy states that you have 72 business hours to cancel. I made the payment in the afternoon, and I was not granted the 72 hours to cancel due to insurance problems. While in the office I spoke to my insurance company telling me that I had other funds available to help pay for the surgery and when the attempting to charge the card the funds were denied. The staff member was aware of the issues that was posed to me at the time, and I was told that it would be ok because we were under the impression it was just a card issue. I spoke back to my insurance company, and they informed me that the issue would not be corrected before Dec. 01,2022. I was in contact with the staff about the issue the next day and I was told that it was past the canceling time and if was not able to pay the remainder of $5,255.55 then I would forfeit my deposit. I was not able to get the issue resolved and I spoke back to a team member, and they informed me that they would not be able to reschedule the surgery without me paying another deposit of $1,957.25 which i was told i had a credit of $616.00 dollar that they did refund back to me at a later day.

  Business response

  05/04/2023

  Please note I am not uploading supporting documentation due to potential HIPAA compliance issues.  

  The patient was initially seen in our office 12/1/2022 and scheduled surgery for 12/29/2022.  At the **** of the patient scheduling, he was aware of our policy of a non-refundable deposit to book the surgery.  The patient has signed an acknowledgment of this policy.  This policy exists to cover the cost of materials for cases and to prevent last-minute cancellations or no-shows.  The patient presented on the date of scheduled surgery and was unable to pay for his patient portion of treatment.  He was aware of his patient responsibility prior to this appointment which is documented in a signed treatment plan.  At this ****, we refunded the patient a portion of his deposit that was over the 25% deposit minimum in an effort to as non-punitive as possible.  All of these policies are clearly outlined and the patient verbally acknowledged being aware of these policies and has signed documentation of being aware of these.

  Booking treatment in our office reserves a set amount of doctor **** for you.  Our office cancellation and deposit policies exist to protect this ****.  The **** that you chose to reserve for yourself but not use not only wastes **** and human resources, but also prevents us from treating other patients.  

  Customer response

  05/04/2023

  /I am rejecting this response because: The date are wrong for my surgery date. I've submitted the treatment plan with receipts I also have the "Predetermined Befit Voucher" from my insurance policy that states the dates that I agreed for the surgery. I never agreed for a surgery date of 12/29/2022. I also have more statement from my insurance company stating the date of my surgery.  Last but not least all calls are recorded and i have requested for the recording of my conversation with insurance company stating when my surgery date. I was told that it take up to 30 days to receive that information.
  

  Business response

  05/08/2023

  You are correct, I did input the dates incorrectly. We originally had the patient in for an initial consultation on 8/16/22 and then patient was scheduled for surgery on 12/01/2022. The patient then called to cancel the appointment on 11/30/22, which was less than our 72-business hour cancelation policy. We are not interested in continuing this dispute over this forum. 

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