Complaints

• Initial Complaint

  06/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In Spring 2019, my family utilized Holly Tree Pediatric Dentistry for dental services and paid a fee to cover the service upon leaving. For two years, we heard nothing from this office, no calls, mailings, emails. In May 2021, I received a phone call from the receptionist stating that we owed a balance on the account. After two years, I was confused and asked why we owed more fees now if we haven't been there in over two years. The receptionist said we'd have to consult our insurance explanation of benefits letter to learn why we owe money. I tried to view that but shared that our explanation of benefits only goes back for two years and I couldn't see anything for the date she was referring to. I asked that she mail me a hard copy of an invoice or receipts so I could see exactly what the money was for and also to be sure this wasn't a scam attempt. The receptionist grew very hostile and demanded payment so I responded that I was growing more fearful this was a scam call attempt and continued to request a mailed bill. I requested to speak to a billing manager or the practice owner and was told that they were "far too busy to speak to clients" and I'd only be allowed to speak to her. I again stated that I'd need explanation on details of what I'd be paying for after more than two years without receiving a bill. The receptionist aggressively yelled, "just pay it" and abruptly hung up the call. It has now been more than 1 year since that call and I received no mailings or further calls from this office. This week, I received an email stating a balance was owed for $151 and I replied to the email asking for further details on what the payment is for and a receipt for what was paid in-person during the last visit to ensure I'm not double paying. There's been no response to my email attempt and it's now been more than 3 years since date of service and this feels highly concerning and like a potential scam targeting old customers that have opted to leave their service.

  Business response

  06/20/2022

  Holly Tree Pediatric Dentistry has never been in the practice of "scamming families".  We provide a service and in return request payment for those services.  This family is correct, their two children had visits at our office on April 25, 2019.  Prior to that visit, the family had an outstanding balance of $86.70 which had been carried since a visit on July 31, 2017.   The mother paid the outstanding balance of $86.70 on 4/25/19, almost two years later, which was appreciated; but she did not pay anything toward that day's visits.  The total for both children's appointments on 4/25/19 was $299; $74 for one child, $225 for the other.  We filed the family's insurance providers for both children and received payment of $74 on 6/6/19 for the one child and a payment of $73.40 on 5/15/19 for the other.  Statements were processed for this family on the following dates:  5/15/19, 3/5/20, 10/8/21, and 5/31/22.  One of the children has SC Medicaid and because of this their account was flagged to not receive statements as we are not allowed to bill families with ** ********.  This can be confusing when one child has ** ******** and the other does not yet they share an account.  This was an oversight on our part and we accept responsibility for the delay in communicating the outstanding balance.  However, we have no record of  Mrs. ***** emailing our office to request an itemized statement or else we would have gladly obliged.  As for the phone call she mentioned, our administrative team has never nor would we ever yell "just pay it" at a person or demand payment.  We are happy to provide Mrs. ***** an itemized statement of services starting from their first visit to Holly Tree on 7/1/15 which will detail all services and payments.  Again, we take responsibility for the delay in communication regarding the balance and are willing to make payment arrangements if needed.   

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