Complaints

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I became a member of Springdale new health dental approximately December 2021. They are understaffed and don't have cleaning or cavity people on hand. I had my x-rays done and scheduled cavity and cleanings. New health had to call and reschedule me two times for their cavity and/or cleaning person not being available. On the second reschedule I canceled all my appointments and switch dental offices. Months later they're sending me bills for x-rays and cleaning and various things that I don't know what it is and I never received the services and even if I did it should have been charged to my insurance. I feel like new health is scamming me and trying to extort me for money for services not rendered. In addition to that when I called to try to resolve it no one would help. The new health billing department would not hear me and kept saying that they had chart notes or something like that and they kept pressing me for money and they wouldn't help me try to resolve the issue. It was a lady like ******** or something like that was her name, she was condescending she wasted my time and she wasn't very helpful with trying to fix the issue.

  Business response

  01/26/2023

  NEW Health acknowledges if the Patient feels that staffing shortages affect his timely access to patient care. NEW Health prides itself on communication with patients and rescheduling to ensure patients are seen by appropriate staff. NEW Health has avenues for patients to have their voice heard through the patient grievance process and Patient Voice Forms or by contacting NEW Healths ****************************** to address patient issues.  

  
  According to NEW Healths records, patient was seen twice. Patient was first seen on or around August 10, 2021. At that visit panoramic x-ray and full mouth x-rays were taken. After the x-rays, the Patient was also seen for an exam by NEW Healths dental provider. The Patient came to NEW Health requesting an implant and to consider a bridge for missing teeth. After evaluation, the Patient was given a referral for those procedures and for oral survey to evaluate other concerns. Patient was also recommended to return for a cleaning. Patient returned to NEW Health on August 11, 2021 for a cleaning (prophy) with NEW Healths dental hygienist.  Patient received a good faith estimate of services to be performed on or around August 10, 2021 and acknowledged NEW Healths general consent to treatment. 

  
  The Patient was billed $114.00 for full mouth intraoral x-rays and $94.00 for a comprehensive oral evaluation for services rendered on or around August 10, 2021. The patient was billed $110.00 for an adult prophylaxis (cleaning) completed on or around August 11, 2021. Insurance covered $54.03 and $39.97. To date, the Patient owes NEW Health $224.00 for services rendered. Per the Explanation of Benefits from ******************* Patient is covered every 36 months for x-rays and twice every twelve months for cleanings. Patient previously had x-rays completed on or around January 2021 and cleanings on or around December 3, 2020 and January 27, 2021. Because of this, ****************** did not cover fully covered the services rendered at NEW Health.  

  
  NEW Health is following its billing practices for services rendered. NEW Health is willing to engage in civil and respectful conversation about the bill or services rendered and recommends if the Patient disputes the Explanation of Benefits for insurance coverage to discuss with his insurance provider.  

  Customer response

  01/26/2023

   
  Complaint: 18723428
  
  I am rejecting this response because:

  Never during my initial visit was I told I was ever expected to pay anything out of pocket It said that everything was going to be covered by my insurance.  To my knowledge I'd only had an x-ray that kept trying to reschedule me for a cleaning and cavities to be filled but constant rescheduling never got it done.  I went and saw a different dentist in my insurance works just fine there for the same services and there were no charges.  Either they ran the insurance incorrectly or late, or they miss quoted me for services rendered and I was not expecting a bill at all I was told the serviced would be covered and that's the premise on which I went there. That they accepted my insurance and they're wouldn't be charges.  I disagree with the statement that the insurance didn't cover because it's always worked and they are the ones who told me they accepted it.  

  
  
  Sincerely,
  
  *******************************

  Business response

  02/07/2023

  NEW Health recognizes the patient is facing unexpected costs associated with his dental visits to NEW Health due to time restrictions on his insurance that NEW Health was not aware of at the time of service. To remedy this, NEW Health will write off the cost associated with his visit, in the amount of $224.00 and Patient will not be responsible for payment of these costs.

  Customer response

  03/10/2023

  New health sent my account to collections and I'm being harassed by collection agencies.  This is after they had cancelled the debt I received a letter today.  It's under the same email as this,

  Business response

  03/28/2023

  NEW Health apologizes that the claim went to collections, per NEW Health process. NEW Health can confirm that the claim has been called back from collections and written off. 

  Customer response

  04/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and if the collections has been written off then this is finished and good to go. Thank you
  
  *******************************

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