ComplaintsforSones Family Dental

• Initial Complaint

  09/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Approx. 6 months ago, I had an infected tooth pulled and a bridge installed weeks later. At the time, they told me my cost would be $1,200.00, which I paid the day of service. Several months passed then I received a bill for $800.00. I called to inquire and was told it was still working its way through insurance. (previously they had sent me a past due notice, and after three phone calls to them they admitted they overcharged me and I did not owe.) I then got a call from an office girl. She told me insurance refused payment because I had not been on insurance long enough, even though they knew my insurance date. I was not given proper informed consent from this dentist office that this amount should be pre-approved to avoid a large surprise bill months later. The dentist's wife's called me, refused to listen to my concerns, was condescending, and I cancelled my much needed appointment just a few days away. Since the installation of my bridge I had been ill, only to discover it was the source of infection. I had previously complained about the staff being under qualified for their positions, it too was ignored. I wrote the Dentist a letter directly, still no response to my concerns, but they sent the amount to a bill collector to collect this money. I have never owed them any money, nor do I have any debts at all. I find this bad business practice. They ignore patient concerns, patients problems with their work and are not giving patients full informed consent before they do procedures, and then use aggressive billing tactics to cover their errors. I have been a long time patient, have always paid any amount owed before leaving their office. I find their lack of professionalism, and the training of their recent staff appalling and believe it needs addressed on many levels.

  Business response

  09/27/2022

  The patient came in on 11/4/21 for an emergency exam due to pain. The patient was given different treatment plan options and was presented with treatment plan estimated costs, and states "estimated costs" on the treatment plan.    Services were rendered same day and the treatment was finished on 3/1/22. The patient never complained of the services that were rendered or came in for any follow-up appointments after 3/1/22. Patient was happy with results of service as of 3/1/2022 and actually canceled her follow up appt and did not reschedule for that appt on 4/11/2022.  The office was never notified of possible issues with the services until the discussion of unpaid services was brought to the patients attention. Treatment plans are estimates and insurance coverage benefits are a contract between the patient and the insurance company.  We as providers, do our very best to ensure estimates are accurate but it is impossible to know every in and out of each insurance.  The patient actually called and left a threatening voice message on 8/24/2022, (after receiving a bill stating her insurance did not pay for the services rendered), degrading the staff and threatened to come in and make a scene to make other patients aware of her situation.  The staff called back and stated if that was the case she is not welcomed back due to her hostility toward staff and threatening voicemail.  Patient said that she may or may not pay the bill, staff informed her that if bill is not paid that unfortunately we would be sending her account to collections.  Patient did not pay bill and account was sent to collections on 9/14/2022

  Customer response

  09/27/2022

  Complaint: ********
  
  I am rejecting this response because: The dentists office did not give me proper informed consent, that this should have been pre-approved with an insurance company to avoid this problem of me being notified 6 months after my procedure that I owed $800.00 more than the $1,200.00 I was told I owed and paid upon time of service. I received a call from the office on Aug. 23, 2022, then a call from Sandy the following day. This conversation left me so angry because none of my concerns were being addressed, I was to pay no questions asked. I wrote a letter to the dentist, which I can provide, mailed 8/31/2022 detailing the timeline of the problem. I received no response. Dated Sept. 21, 2022, (after my three attempts to resolve the problem) I did receive notice from a collection agency, with $311.42 in additional fees. This is their response to my complaint. A long time client, have never owed them money. They sent it to collections within one month of my being notified of the money they say I owe. They accept no responsibility for their extremely poor "estimate". I should have been told this large amount needed to be pre-approved to avoid a large bill. They failed to do this, they failed to discuss why insurance is not responsible for this emergency procedure. I am an EMS widow, my husband killed in the line of duty, a chronically ill senior citizen. Now they try to denigrate me, I can't help but feel underserved, bullied, and now facing retribution for daring to bring light to their mistakes which they feel I should carry the burden of. In months prior I had received a couple of bills just stating balance with no reason, one from a dentist office I never visited for the same amount. I called the office to inquire, they told me it was still working it's way through insurance. I never heard another word until the call on Aug. 23 asking me why I had not paid. I had been sent past due notices for a bill which they attempted to overcharge me and I did not owe in the past. This causes me to question. I find their response unprofessional, appalling, and without merit. How many other senior citizens are they taking advantage of in this way? Their response if full of mistruths, they did not tell me I wasn't welcome, I cancelled my appointment and refused to use their services any longer. I did not threaten a scene but I did say I would talk to them about it in person when I came for my appointment. I did say people should be aware they need pre-approval to avoid large surprise bills months later. I did call to make an appointment for my problems with the work, but was ill for months from the infection left behind and was unable to make it. All of it I planned to address and resolve with my dentist, who apparently does not care about my health or about the bad experiences I have had with his staff. While espousing Christian values, it is not evident in this practice. I have much more to say but this platform does not allow the space. They need to accept the responsibility for their errors, not me. It is unacceptable using aggressive collection techniques instead of resolving disputes.
  
  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  07/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In February 2022 I had a root canal and crown put on one of my teeth. Prior to this I was told the amount I would have to pay and what the insurance would pay. I had to pay my amount prior to February--I did that. In late June I was told that I owed about $300 more. When I asked why I was told that the insurance company would not pay that amount for a crown on a molar. When I was given the financial info prior to getting it done I was not told that I had a choice of a lessor type of crown--I was told what I needed and the amount--I trusted them to be correct. In talking to the insurance company I was told that I should have gotten a less expensive crown because it was on a molar, not visible. I was not given that chance and now that they billed for the wrong crown they expect me to pay the difference for their mistake. I had another molar crowned about 2 years ago and this did not come up. In talking to other dentists I was told that this is a common problem and it usually means the office did not bill correctly and when that happens the dentist usually "eats it". I do not feel I owe this money since I did pay what they asked for. It is not my fault that they did not put the correct crown in my mouth or they did not know my insurance company would not pay for it.

  Business response

  07/27/2022

  The patient had services in February of 2022. A treatment plan was given with an estimate of insurance payment and patient portion. We have a signed copy of the document stating that this treatment plan was only an estimate and it is the patients responsibility to confirm exact insurance benefits. Dental services were done to patient satisfaction with no complaints or complications. We received an EOB on 6/21/22 from the patients insurance company stating that her particular plan downgrades the services that she agreed to a lower alternative treatment that is below the standard of care according to the American Dental Association and Dr. *****. The patients EOB states that she is responsible for the difference due to her particular insurance plan. When the patient was notified of this, we have had threats from the husband, nasty voicemails, and they have refused to pay, demanding that we write off the balance. We informed the patient that they are responsible for paying the services that were completed to satisfaction and they can speak to their insurance company directly if they are unhappy with their decision to downgrade the patients treatment. Insurance plans are a contract between the patient and their insurance company, we as providers are not responsible for the services of the treatment completed which was done appropriately, and to the patients satisfaction. 

   

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