ComplaintsforHahn Dental Group

• Initial Complaint

  03/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dates: 1/26/23, 2/7/23 and 2/14/23 This pertains to being charged as out of network by our family dental office but never being notified that they had changed names and were no longer accepting our insurance as in-network. I have contacted them a couple times but have had no resolution. They told me they would credit our account and call me back but no one has called me. I have left this practice and I'm starting with a new dental office. However, I received a bill from Hahn Dental Group and we need to resolve this. I should not have to pay full price for this dental work since the Hahn Dental Group DID NOT notify me of this change before making these appointments. They carried forward a balance on my bill of $633 for January 2023 but can't tell me where that $633 is coming from. I called and asked but did not get clarification. We have always paid our bills in full. Our dental coverage until September 2022 was in-network and to my knowledge we owed NO money to them at this point. I explain all this in more detail in the attached document. Thank you.

  Business response

  05/24/2023

  ON 8/31/2022 DR. MARIO C******** SOLD THE DENTAL PRACTICE TO DR KEVIN H***.  WE INFORMED ALL OF OUR PATIENTS IN THE FORM OF A LETTER EXPLAINING THE CHANGE IN OWNERSHIP AS WELL AS THE CHANGE THAT WOULD OCCUR AS DR HAHN IS NOT IN NETWORK WITH ANY DENTAL INSURANCE.  I SPOKE WITH THE PATIENT PERSONALLY REGARDING THEIR INSURANCE AND THE DIFFERENCES THAT WOULD OCCUR.  I  SPOKE TO TERRI  AND DAVID BOTH.   THE ORIGINAL BALANCE WAS $370.40. I TOLD THEM THAT I WOULD MAKE AN ADJUSTMENT ON THEIR ACCOUNT TO TRY TO MAKE IT EASIER FOR THEM TO PAY.  I ADJUSTED OFF $173.30 WHICH MADE THEIR NEW BALANCE $197.10.  I CALLED AND LEFT TWO MESSAGES FOR THE PATIENT TO LET THEM KNOW OF THE ADJUSTMENTS THAT WERE MADE AND SENT TWO STATEMENTS TO PATIENT ON 3/14/2023 AND THE 2ND STATEMENT WAS SENT ON 5/12/2023.  WE HAVE NOT RECEIVED A RESPONSE.  I HOPE THIS WILL ANSWER ANY QUESTIONS YOU HAVE.  IF NOT, YOU ARE WELCOME TO CALL OUR OFFICE IF YOU HAVE ANY FURTHER QUESTIONS.

   

  THANK YOU

  STEPHANIE B***

  OFFICE MANAGER

  HAHN DENTAL GROUP

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

  Customer response

  05/24/2023

  
  Complaint: ********
  
  I am rejecting this response because:  We absolutely were NEVER told of this change.  We never received a letter.  We have several family members that go to this practice, across four different households/different addresses, and NONE of us received notification from this office that it had changed hands to Hahn Dental Group nor that they were no longer in network.  We went in July 2022 for our dental cleanings and nothing was said of any upcoming changes, even though it is stated above that this change occurred on 08/31/2022, just a month after our July cleanings.  We made our next 6-month appointments at that July 2022 appointment for January 2023 and no one said anything about this practice being sold, changing hands, dropping insurance, NOTHING.  Not a word was said to us.  They had to have known in July 2022 that this was in progress.  We received no letters, no verbal communication, nothing.  We came for our cleanings in January and again NOTHING was told to us.  NOTHING!  No monies were collected because we were always 100% covered in-network for dental cleanings.  We were told after we came to an appointment in February 2023 that we owed for our dental cleanings in January 2023 because we are out of network.  We had no idea.  This was very misleading and deceptive.  What is the "original balance of $370.40" coming from?  Is it from those January cleanings that we were duped into coming to?  I appreciate the attempt at the adjustment but what is being adjusted?  We had NO balance carried forward from 2022.  We paid our co-pays for our dental work in February 2023 (at the out of network price because we didn't know until 2/14/23 that they were out of network).  So exactly what are they adjusting?  We were misled.  We would NOT have come to our January 2023 cleanings had we known they no longer accepted our insurance.  Yes, they have sent two notices but they have never clarified how they came to the balance or adjustment.  I have never received a voicemail nor message from anyone at this office.  I have called and spoken to Stephanie personally, but I initiated those calls.  No one has called me.  I have only received statements in the mail.  If they had notified us in August 2022 (as they say) of this change then why didn't they collect my out-of-pocket copay for our cleanings in January 2023?  They did not collect anything.  It was business as usual, like it had been for 15 or so years.  We were in-network patients, 100% covered on dental cleanings.  We had no idea until 2/14/23 that they no longer covered us in network.  I'm sorry, you can spin this any way you want but it is WRONG, flat out wrong, misleading and deceitful.  And it's unbelievable that they do patients who have been with them for 15 years like this. 
  
  Sincerely,
  
  ***** ****

  Business response

  06/09/2023

  NOTIFICATION WAS SENT TO ALL OF OUR PATIENTS THROUGH THE MAIL.  TWO ANNOUNCEMENTS WERE POSTED IN THE LOCAL PAPER, NAMES AND SIGNS WERE CHANGED ON THE FRONT OF THE BUILDING.  WE TELL EVERY PATIENT THAT WE DO NOT KNOW WHAT INSURANCE WILL PAY UNITL THEY SEND AN EXPLANATION OF BENEFITS (WHICH IS SENT TO US AND THE PATIENT SO THEY CAN BE AWARE).  WE ALWAYS STRIVE TO HAVE NO SURPRISES FOR PATIENTS, BUT WE DO NOT CONTROL THE INSURANCE COMPANIES.

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