Complaints

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Was provided false information from their intake specialist on the cost of the braces for my child. I was told that an adjustment would be made for the amount of the estimated out of pocket cost that I would pay if I were using a company my insurance partnered with. Upon further review that offer was not valid and I am now being asked to pay upwards of 6400 to complete the treatment. I have already invested 2040.00 to this company and requested to have the braces removed from my child's teeth, and received a rebuttal of I needed to pay an additional 1500.00 for only completing 10 months of the program. When in fact my child has been a patience since 6/2023. It is now 7/2024. When asked for a break down and if I did not in fact already pay for services rendered I was told I had not. I have been paying 185.00 monthly since 6/2023 and no appointments could be made if there is a balance past due. When I requested further details I was only given a statement of "you owe this balance because you have been with us for 10 months."

  Business response

  08/13/2024

  ****

   

  We regret that there was any misunderstanding with this patient.  At Smile Doctors, we pride ourselves on providing excellent patent care, customer service, and affordable treatment.  
  
  
  This patient signed a contract with total treatment cost equaling $6145 on 6/12/23.   The insurance this patient carries only covers service providers that are within a specific proximity of the patient's home and requires a prior authorization for any provider outside of their pre-approved providers.  The patient was informed that we do not participate in her insurance.   The patient chose to set up a payment plan of $185/month which was paid monthly and in good standing until May & June 2024. We were happy to remove the patient's braces when they called requesting an appointment, however, they were already behind 2 months of payments, so we asked that pay their current outstanding balance. 
  
  
  We offered multiple solutions to help this patient continue treatment with Smile Doctors. However, they chose to get a second opinion on treatment cost elsewhere. They have since scheduled an appointment with us on 7/24/24 to return to the office on Monday 8/12/24.
  
  
  We have done everything we can to work with this patient and remedy any issues they may have had.  We are confident in our efforts since this patient has completed a financial rework of their delinquent account and plans to continue their treatment with Smile Doctors.
  
  

  Customer response

  08/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

   

  8/13/2024

  The business offered to remove the braces from my child's mouth only if an amount of $1345.00 was paid. If by their statement I was only behind May and June, which I was aware of in an attempt to resolve this matter, why was I informed to pay the $1345.00 without an itemized bill to explain why this amount was so high. Two months past due would have only required a payment of $370, if payments are $185 monthly. This has since been paid and if the braces can be removed at this time, that is the ultimate resolve that I would like to pursue. Not being told I need to pay a lump sum of $1345 to have them removed. 

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