ComplaintsforKremer Dental Care

• Initial Complaint

  11/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  12/16/20 Picked up new partial denture from Kremer Dental. Cost $453, my share, Insurance (Delta Dental) paid $642.00.5/15/21 while out of town, the partial broke while I was eating.5/25/21 contacted Kremer Dental when I was back in town to see about getting partial repaired. I was told there would be a charge to do new impressions for a repair, when I questioned the woman in the office she put me on hold, and said she talked to Dr. ***** who stated there would be no charge.5/28/21 appt Dr. ***** did new impressions and again stated there would be no charge. 6/11/21 appt to pick up repaired partial with Dr ***** 6/16/21 received an invoice for the repair of partial. 6/21/21 called Kremer Dental, made an appt with ****, the financial coordinator to discuss billing/invoices. (Original appt had to be rescheduled due to health issues. Don't remember if I rescheduled or ****) Rescheduled for 8/10/21. Closest date available for my schedule and Almas. (Note: there was also an issue with another previous charge. Kremer Dental also did a repair on my old partial that I worn for 12 years. I had been quoted a price but they were having trouble getting the insurance to pay so I was billed for full price, I had been working on this with both ****************************** Dental)8/6/21: new partial broke for second time (looks like a patch was made and that's what broke).8/10/21: Met with ****. We walked through invoices there was confusion due to repair old partial and the repair of the new partial. She stated that it did clear it up. She stated she would talk to the doctor and get back to me about next steps in getting the new partial repaired once again. No call received. I also filed a grievance with Delta Dental which was no help. Delta Dental will only help pay for a new partial every 5 years. I have tried another dental ofc and lab they will not repair.

  Business response

  11/23/2021

  We would love to give information and have a conversation about this issue but due to HIPAA we would need a HIPAA Privacy Release form signed stating that she is okay with us disclosing her medical information. 

  Customer response

  11/24/2021

  I am rejecting this response because:
  

  Not sure how else to answer this, I faxd over the ***** document to release information on Saturday, November 20, 2021 to BBB. I will resend this morning. Attached will be confirmation page for the one sent on 11/20/21. 

  Business response

  03/08/2022

  "Jodyne,  we apologize for the issues you had previously regarding billing. We are a 'patient-focused' company and thus, after receiving other complaints about billing last summer, we took action in late August by replacing our office manager and completely restructuring our billing department. We reviewed your records, spoke with Dr. ****** and we will be glad to make a new partial for you free of charge. Our new office manager, ****, called the number we have on record for you and left a voice message last week. Please give us a call back at ************ and ask to speak with ****, she will be happy to get scheduled as soon as possible."
  
  Sincerely,
  *******************************
  Marketing Director
  Office: ************
  Cell: ************
  www.kremerdental.com

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