ComplaintsforDentistry At Vickery Creek

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a customer of this dental practice for a number of years. Yesterday, I received a check in the main from my insurance provider for $179.00 made out directly to me. I thought this was odd, so I called my insurance provider, Delta Dental of Virginia. Delta Dental of Virginia informed me that this provider no longer accepted my insurance as of 1/1/24 and I would owe a total of $381.00 for my cleaning that took place on 1/30/24. The $179 check was for what insurance covered for an out of network provider. I told my insurance that I was NOT notified at time of service, and had I been aware that they no longer took my insurance, I would have gone elsewhere.I called the dentist today (3/5/24) and they stated that a "mass email" was sent to all affected patients in November 2023 and December 2023. I received no such email. I asked for them to resend me the emails, showing where I was originally sent the communication, they said "it was a mass email so we cannot do that." I do not feel that it is fair for me to pay out of pocket that $202.00 difference, having not been properly informed of the change to insurance acceptance. I am merely asking for them to show proof that they sent these "notification emails" but find it preposterous that in 2024 you cannot resend a previous email. During my phone call on 3/5 (today) I stated that to date I had not also received a bill via email or regular mail for that service in question on 1/30/23. A bill was emailed to me today during our phone conversation, our conversation being the only catalyst to generate the bill. I am uploading it as a receipt.I see no issue paying them the $179.00 that my insurance covered, but I want my bill of $202.00 to be waived in full.Sincerely,****************************

  Business response

  03/25/2024

  We did send out a email late last year to make patients aware of the change in our relationship with delta dental.  Unfortunately we we file to be removed as a network provider the process can take up to 6 months or longer without any updates or forewarning when we would be removed.  Being removed from the network is out of our control and up to the insurance.  We do our best to keep our patient abreast about their insurance coverages, but ultimately its the patients responsibility to know their exact coverage and who is or isn't in network.  Per our financial agreement, the patient is ultimate responsible for payment for services rendered.  I've attached this.   We received notification about being out of network from dental dental which was well delayed and are telling patient prior to treatment.   We are looking for the email blast sent out, but need to figure out which server it went out on.  I will attach this later once we find it if necessary.  Granted. the patient may be upset as to how this was handled whether or not the provider network status of the provider was in or out, we did everything in right to collect payment that was due. 

   

  Customer response

  03/25/2024

   
  Complaint: 21390492
  
  I am rejecting this response because:  As previously stated, I never received the email stating the change in insurance.  I have asked repeatedly for a copy of that email, as you can see, they just sent by **** and not the alleged notification email.
  
  Sincerely,
  
  *************************

  Business response

  03/26/2024

  Attached is the original financial agreement signed as well as an email sent to her yesterday.  I forwarded the dental dental update sent out via email.  I asked her to confirm receipt of this, but no response.  Perhaps all of our emails are going to her spam.  Again, we are researching the server used to send out the original emails regarding the change with delta dental.  As soon as it is found we will forward it to her as well as post it here.  Please have her check her spam and search emails with the topic of dental dental.

   

  Customer response

  03/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I never received the 2/1 email until today.  Not sure what happened but I never got it.
  
  Sincerely,
  
  *************************

*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. ↩