ComplaintsforFamily Dental Station

• Initial Complaint

  08/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife and I received multiple services at Family Dental in February 2023. Upon completion of services I had verified with the office staff that our balances were paid (we paid for quoted treatment the same day treatment was received). Our last day of services was 02/27/2023.In June 2023 I received a mailed statement for $535.89 with a description of charges that only reads "Charges on account over 90 days. Please pay immediately!" Upon contacting the office I was told that insurance payments were still pending and the charges were not my concern.In July 2023 I received another statement with the same description. This time the balance due was $766.14. I called Family Dental and asked for a list of service dates with corresponding charges as the amounts did not appear to align with what the insurance company was noting as my responsibility on their end. I was told they would reprocess the claims with the insurance company as fillings may have been billed/quoted incorrectly.On 08/31/2023 I recieved an invoice via e-mail stating my balance owed is $611. When I called Family Dental on the same day a rep sent me a copy of my ledger which indicates my balanced owed is $405.I have spoken to their office each time I have received a new statement and I told Family Dental that the statements they sent me only state "Charges on account over 90 days. Please pay immediately!" Without a description of charges. Not only this, but the amounts owed appear to vary greatly depending on who I speak to even though I have not received any additional treatment. When I have repeatedly asked for an explanation of charges they either refuse or produce a new total balance owed number. At this point, I am not confident that any payment made to Family Dental will be accurately reflected and I am susceptible to recieving future statments for additional charges given the lack of transparency or consistency I have experienced thus far.

  

  Business response

  09/06/2023

  We have been sending statements for a few months for the outstanding balance on account for services that had been rendered as well as also still pending payment from insurance. We have tried reaching out to the patient to follow up and review any account questions. We also strongly encourage patients to follow up with their insurance for how their plan works and pays per procedure. Any information that we review prior to insurance processing a claim is only a estimate of coverage. We have not been able to touch base with the patient to review the account and dates of service/ balances in questions. Statements are sent every 30days for all accounts that have outstanding balances (patient and insurance). 

  We would be happy to go over the account in detail per visit with the patient for him to better understand the balance as well as the finical policy that is on file for any outstanding balances on account. 

   

  -*********************;

  Office Manager 

  ************

  Customer response

  09/06/2023

  Statements that Family Dental Station had made efforts to contact me, but were unable to, are entirely false. I called the front office regarding my concern on the following dates: July 14, August 14, and August 31. The inconsistency of these communications is the nature of my complaint - as I did review my statements/account with ********************************************* staff in these days where I was given different answers for the various amounts I was being billed.

  On August 14, Family Dental resubmitted an insurance claim as a direct result of me contacting them! The response provided by the business aims to shift any miscommunication as an error of "patient responsibility" when I have made every effort to get clarification from this business. 

  

  Business response

  09/07/2023

  In response to the follow up I believe that all issues have been resolved from the conversation that myself (*****) and *** regarding the account and balance. We did apologize for the misinformation that was provided and this has been addressed with the full front office team. 

   

   

   

   

• Initial Complaint

  06/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In the first week of January, 2022, I received two statements from Family Dental Station.The first statement showed a zero balance as of December 26st, 2021 then a charge of $603.10. In the second week of January 2022, I received another statement showing an interest charge on the statement.I wrote to Family Dental Station on 23 January asking them to remove the charge from my account as it was not mine. All work by Family Dental Station was done prior to January 1 2020. I received a statement via email showing a zero balance. Then I noticed it did not belong to me but was for another patient of theirs with a thank you for your payment on the email. I have not heard anything from Family Dental Station since January 2022. I had thought they had cleared their records. Beginning in June, 2022 I began receiving telephone calls, text messages and emails saying I owed this money.I replied and told them I had and still do dispute these charges. They responded:Here is the notes we have in our account regrading your balance in your account(Patient owes $603.10 from $498.10 from 12/23/20 patient maxed owes $105 for Nitrous on 1/7/21 11/18/20 insurance didn't pay for exam and wrote off ($339 - pt. should pay if she comes back to office $603.10 )There are multiple problems with this statement. I have asked them for an accounting and have not received them. Nitrous payment agreement is $41 not $105.I had been in the office during the year of 2021,this discussion could have happened at the time so it could have been sorted out. Their math does not make sense.I have the signed agreement for services and my FSA payment that I paid for these services.

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