Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/27/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1.- Receipt of sporadic emails with an statement for an amount due. As seeing in the attachement there is no description of the reason. Plus inclusion of interest charges, which do not seem legal. In the past it was mentioned this was for a missing appointment, however it was explained I had strenuos circumstances and I could not make the appointment, this was communicated to the receptionist which seems didn't commnunicate with the rest of the staff. 2.- Predatory and unneccesary treatment practices. A. Starting with the practice of Dr. F******, my family was told that before any treatment was to be conducted we needed a special, periodontal cleaning which consisted of 4 cleanings before any treatment. This of course it is not covered by insurance and it seems one more way of having patients pay. since leaving the practice and getting more than one second opinion, this was never brought up to us. B. Treatment included root canals, and was told needed them soon. Since leaving the practice I have beens seen by other dentist none of them have suggested this and there has been no issue whatsoever. I believe the charge for the late appointment is unjustified and originated by an mistake of this practice's staff. I would like to request the practice to stop contacting with harrasing emails about payment. This was stated to them before as well.

  Business Response

  Date: 08/28/2024

  
  8/27/2024
  To whom it may concern;

   

  We are in receipt of the notice of the complaint ID of ********. Because we are a medical facility we are bound by hipaa laws and cannot divulge ANY information for ANY of our patients, even if the patient has made certain claims himself or herself. 
  The complainant makes a claim in regards to a bill for a missed appointment. Our office has always had strict policies for late arrival/missed appointments. These policies are in place to ensure that all scheduled patients are seen at his or her scheduled time. Such policies are standard in most medical and dental offices and the practice is not unique to our facility.

  
  The cancellation policy is made clear to each patient at the beginning of the patient’s relationship with our facility. We are attaching a copy of our cancellation policy, which is read and signed by ALL patients prior to becoming our patient. The policy clearly states:
  “* Every effort will be made to help me with my insurance, but if they do not pay as expected, I will still be fully responsible.
  *All copays, deductibles, and payments are due at the time of the service. 
  * I agree to pay finance charges of 1.5% per month (18% APR) on any balance 90 days past due.
  * I will pay a fee of $50.00 for recall, cleaning, and consultation appointments and $100.00 for restorative, root canal and all other appointments broken without 24 hours notice.”

  
  Our office and financial coordinator is always available to discuss any questions that a patient may have in regard to office policies, outstanding balances, or any other financial and non-financial concerns.
  As the complainant states, the office communicated the reason for the outstanding balance. In addition, as a courtesy to our patients, because of the difficulties faced by all during Covid, our office paused the interest policy and we did not charge any interest for outstanding balances from 2019 to 2023. However, starting August 2023 the interest policy went into effect again. 
  
  As for the recommended treatment, unfortunately, again due to hipaa laws I cannot discuss any specifics pertaining to any individual patient, however, I make recommendations to my patients based on my findings after thorough examination and radiographic imaging, consideration of the patient’s past treatment history, patient’s medical history, oral hygiene habits and much more. I rely on my extensive experience, top-of-the-line education, and the latest research to make the best recommendations for optimal dental health. If a patient chooses not to proceed with the recommended treatment, it is his or her prerogative but I always encourage my patients to seek a second opinion and/or find a provider who fits his or her needs better, if they so choose.
  I hope this provides some clarification to the situation at hand and would love to provide a more thorough clarification, however, as I already mentioned, medical professionals are not allowed to do so due to hipaa restrictions/laws.

  
  If the complainant wishes to discuss any of the issues brought up in the complaint to BBB our office is always available to help clarify any misunderstandings, explain proposed treatment, or discuss any outstanding balances.
  
  Sincerely,
  
  
  
  Dr. Anna F******
  Family Dental Care of Stamford
  

  
  

  Customer Answer

  Date: 08/28/2024

  
  Complaint: ********
  
  I am rejecting this response because: As it was mentioned the office was notified I was not able to make the appointment. 

  How does the office record such communications and who is the staff member responsible to communicate this. Can the provide, with a 100% accuracy that I did not call ?

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

  Business Response

  Date: 08/28/2024

  **** *****

  All the communications are recorded and the text message exchange, which is automatically stored in your record, is on file. Attached you may find the exchange. It clearly shows that you requested to cancel and then changed your mind and informed the office that you will be present for your appointment and then failed to show up. 

  We try to make every effort to accommodate our patients and we did so with you as well. 

  We are very sorry that this has escalated to this degree, however, as you can clearly see in the text message exchange, it was explained to you that there will be a charge for canceling appointment, since the cancellation was occurring less than 24 hours before your appointment. 

  We hope this clarifies this situation and you can set the complaint as resolved. However, if you do have any additional questions you can always contact our office by phone of by email.

  Customer Answer

  Date: 08/28/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolves the situation. 

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