Complaints

• Initial Complaint

  11/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Killeen Modern Dentistry opened a Care Credit Card in my name and then proceeded to charge that card $2,784 for services never rendered. If you miss a payment you get assessed a 39% interest rate so I have to keep paying on this credit until it's refunded. I've already been told this would be refunded when I called Killeen Modern Dentistry last month. The last i spoke with said the person that handled that was out of the office but would return and the refund would be completed. I asked if i still needed to pay the statement so it didn't jump my interest rate and report me to the credit companies. She told me to pay it because it could take up to 10 days to process the refund. It hasn't been refunded. I'm about to have to pay another payment and their finance person can never be reached and I keep being told I can just leave another message. I have not received a call even though I call multiple times a day and there has been no refund.

  Business response

  12/13/2024

  Patient ***** ******* came in September 23rd of this year and was diagnosed with treatment totaling *******. Patient then made appointments all the way through October 30th and she did not show up to any of her appointments. It was not until after that the last no- show on 10/30 that she requested a refund. We put in the refund and it was processed a few week ****** on 11/19/2024. She has bee refunded the full amount. 

• Initial Complaint

  09/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My initial appointment on June 28th 2023, I was given a treatment plan which I signed and had a balance of a bit over $1700 with my insurance. I initially told them no because I couldn't afford it. I later found I had most of the amount in my HSA/ FSA account and agreed to continue. On my second visit 9/6 I paid over $421.80 then again the same day I paid $980 to attempt to get my balance as low as possible for my out of pocket cost. I was told I was to be on a payment plan. The girl at the desk didn't know how to set it up and ended up not placing me on one. My 3rd visit they told me my balance was now over $2200. When I asked for the original documents I signed. The same man that had me sign them. Told me they shredded my documents that was apart of my patient records. I'm now working on filling a complaint and looking into the board to see what can be done about this. My insurance company now requires authorization from this establishment with all balances. To make matters worse is I paid over $1300 for half a mouth cleaning and a temporary tooth. Patient records are not stored properly. When I asked for a copy they provided me copies with added charges from my second appointment 9/6 and refused to provide me with the documents I actually signed 6/28th to prove they jacked up some price. If they didn't it wouldn't have been a big deal to show me my original document with my signature accepting services. I would have never agreed to service that I couldn't afford. Also reading through the other reviews... I am not the first person this has happened to. This needs to be reported.

  Business response

  10/13/2023

  Patient *********************** came in on 09/06/2023 for an exam. On that day we diagnosed she needed a crown with the possibility of a root canal, along with some fillings and a deep cleaning. After presenting the Financial arrangement to ************* she agreed to do the Crown, Fillings, and one side of the deep cleaning ( There is a frequency with insurance that only allows us to do a half at a time). The total for that day was ****. That is the cost of the work for that day. Patient only paid ****** because she stated she was looking for some financial flexibility. When the patient came back for the other half of the cleaning (Which had not been paid, in the amount ******) she was confused as she thought she had paid for everything when in fact she had not. We tried explaining this to the patient but patient walked out upset. I have attached the original financial arrangement which even states the cost of the root canal if it was needed (when our doctor started the crown process he determined the root canal was not needed) the total cost for the whole plan was 2273.5. 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Killeen Modern Dentistry/ smile generation lied and scammed me by opening a credit card in my name. Date of incident august 4, 2023. Was charged $11,900 for gum surgery. They requested personal information: full social security number and address. When asked they said they needed information to decide how much I needed to pay that day and how much money I could use on a payment plan. I then received notification a credit card was opened in my name. The credit card was a smile generation card.

  Business response

  08/18/2023

  Patient ************************* came in to our office as an outside Referral. When our periodontist did his exam it was determined that the patient needed treatment and the out of pocket charge would ******. One of the options that we offer is ************************** which is a line of credit with us. We offer this option to every patient with extensive treatment plans like hers. When we presented this option to ************** and when we did the application she was only approved for ****, which is what we financed. She elected for the 24 month option with deferred interest. We are not able to open any account without the authorization of the patient. Anytime we request any amount to be financed we send an authorization text to the patient and the patient has to reply "YES" to authorize the charge. I have attached the sales receipt which has the authorization by the patient via text. If you need any other info please let me know.  

  Customer response

  08/19/2023

  Complaint: 20427121
  
  I am rejecting this response because:
  The company was very deceptive. They used the term payment plan. They said reply yes to the payment plan. They waited until my glasses were removed, I was wearing the dark glasses given to me by them and after I was starting to get numb. They never told me they were opening a credit card in my name. Also they lied about contacting my insurance company. They left the room I was in to call insurance company to see what they could charge. They returned saying I had good insurance. I told them the amount they quoted for out of pocket was higher than my maximum  of pocket and that they were to bill my medical insurance first. They said they would do that and if I was over charged I would get a refund.  I spoke to my insurance company. They dont have record of them calling.  My out of pocket according to my insurance company is $150.00. My insurance company has no record of an insurance claim by the dental company. The company seems to be treating this as a cash only vs billing my insurance. I should not have to pay anything until insurance is billed and I get a bill from insurance.  I want all money paid to be refunded to me until my insurance is billed. 
  Regards,
  
  *************************

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