ComplaintsforBaker Hill Dental

• Initial Complaint

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I visit Baler hill dental and had schedule to have a deep cleaning i had paid 400 Dollars in advance after maybe 4 to 5 months not making my appointment i request a refund and they said they submitted it and takes a out 6 weeks i would receive a check in the mail ...I also explained i was using a prepaid **** card and no longer had the card ..so i **** for an update on the stause.. lady said it xame from coroparate and as she was getting ready to give me corporate number my phone die and i immediatley put on chatge call back and they said they issue it back to the card....they are lying ..they owe me 4oo dollars

  Business response

  07/17/2023

  Patient picked up a refund check in the amount of $400, at our **************** on 7/14/2023. We will attempt to recover the original $400 issued to the pre-paid card. The matter is closed on our end. 

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  @Jan '22 appt I told *************** I didn't want work done on my 2 front teeth. After ************ Dentist said I needed 9 fillings. No tooth chart shown nor given medical reason. Tech asked me to sign consent for 9 fillings. I again stated that I didn't want dentist to work on 2 front teeth, signed it. Tech took it & left room. Dentist came back in, said only could do one row today others at 2nd appt & asked if I'd preference (top/bottom). I told her to decide. Only after Dentist finished filling the row of teeth that I discovered Dentist performed fillings on my 2 front teeth. I said again that I didn't want her to do work my 2 front teeth. Dentist left the room to find Tech. I over hear ************** speak. Tech tells her that BHD office doesn't do written treatment plans when the plan 100% pays when having those patients sign the [generic] consent form. Dentist never came back to the room so I go find the Mgr. I tell Mgr that: 1). I should've gotten a written plan, 2) I told them I did not want the 2 front teeth fixed/touched/worked on, 3) "being a ******, I thought that meant filling 9 cavities as I was not presented a written treatment plan", & 4) I do not know what's the medical reason for the 9 fillings & would like to know (cavities/chips/other??). Neither Mgr nor Tech could tell me & the Mgr didn't ask the Dentist come back up to tell me but would call me. I left. Subsequently, I called Mgr asking for the medical reason for other fillings. Mgr could not answer, so I asked for a copy of my medical chart. The Mgr sent me a consent form which she prefilled in. I crossed out the word "xray", as I only wanted to inspect my medical chart minus xrays. 04/27, I signed that & emailed it to BHD (as instructed). BHD avoided email RE:update. >60 days past (not fulfill nor written reason why). 7/6, I submitted to BBB. 7/2 a Rep sent a transcription she created on 7/19 (it took 45 ********** missing a fact: I'm a male) RATHER than actually send my medical chart docs.

  Business response

  08/16/2022

  Please see attached letter of response and attachments 

  Customer response

  08/23/2022

   
  Complaint: 17696710
  
  I am rejecting this response because: A copy of my medical records from ******* 25, 2022 has not been received. I have patiently asked repeatedly. I have been very clear. I have also attached all the correspondance to date, in case ********************* did not do her due diligence. I have also attached the Word "Properties" information as the document being portrayed as my medical record (or dictation of the doctor) was created by ********************* on July 19, 2022, is factually inaccurate, and does not notate within the date of dictation, the individual who dictated, nor the signature or full name of the dentist. I believe this document was created by ********************* instead of providing a copy of my medical record from ******* 25, ******************** a letter stating that there is no such record available with the complete information about the dentist to request from her. It is clear this dentistry practice has never been asked for a copy of the medical record. However, by law it is required to provide it (given the operational facts of the office, it should be coming from Baker Hill Dental, an office location in ************** that is an unregistered DBA of Two Rivers Dental).

  To be clear, the "dictation" references "as charted" but I have never been provided with a copy of the charting document/documents. That would be part of my medical record for which I have a right to inspect. EOE: WNL is factually inaccurate as no "EOE" was performed. No palpation of my ******************, or jaw and if the "dictation" document is somehow the dentist's actual record from ******* 25, 2022, my full face of hair (*****) would make it highly unlikely that someone registered as male would be referred to as "she" in the "dictation." Additionally, "attrition", "caries", and (anything other that language coming from me stating do not touch the two front teeth, I know they are chipped restorations) "chipped old restorations"was never said by the dentist. As indicated, I was told 9 fillings were needed, I wasn't told why and I didn't ask why as a stupid ****** (and as most dictionaries will have in their definitions) "fillings" usually mean filling in *cavities*. As I had to ****** "attrition" and "caries", I always ask what one means when I hear a word I've never heard before or a word I may have heard before but being used in a way I do not understand. But I didn't because I was never told the reasons for the fillings. Stupid ****** me figured I'd had so many medical things pop up over the last year, my teeth must be failing now, too. Additionally, at the end of the appointment, I found the manager and she *never* said I consented to my two front teeth being worked on. I find this highly suspicious as before I spoke with ****** I overheard ************** and the *** tech talking in which ************** was confused as she thought that the *** presented the plan when obtaining consent, for which she did not and that is not challenged by *********************. It was clear to me that the doctor and *** did not have a clear understanding between the two parties what was and was not going to be done (in the way of informing patients and which party was responsible to do what). When I found ******, I told her what I told the *** tech that I did not want my two front teeth touched (as well as mentioned earlier in the appointment to the parties). And that I only learned why the top teeth were filled in after the filling as I mistakingly thought fillings equal cavities. So we had the discussion about the fact that "fillings" mean "cavities" to laypeople and I really should have been presented with a treatment plan. I also asked the reason for the next appointment I was told to make for another set of fillings but this time on the bottom teeth. She could not tell me the medical reason for the fillings. ****** said that after going back to find the manager, for which she said left and she could not find her right now, ****** said she would call me back after getting a hold of all the parties. *********************, being the Director of Operations, you should have that communication from the end of ******* that is documented by the emails attached. I need to know if the "dictation" is real medical record or falsified (or another type of document and a written explanation as to what that document actually is) as by law I have the right to make corrections to factually inaccurate medical records. And have it corrected or alternatively, the right to getting a response (in writing) if the record will not be corrected; in that event, I have the right to provide an addendum to always be affixed to the medical record in question and I have the right to draft that and have it attached. I need to know, 1) if that is actual "dictation" in my medical record and 2) the process to request correction and/or addendum, if applicable.

  Additionally, my rights were violated when I requested everything but xrays and it was clear that the new manager, ****** (as I was told ****** no longer worked there, even though I spoke with her extensively and as recently as two weeks prior, for which a replacement should have been apprised and information was all communicated through the *** phone and email address all parties would have access to). She clearly did not read it but rather sent xrays (via email unencrypted) and did not address the other items requested and previously discussed (ad nauseum) with ******. I had a phone call from a man who said he's been doing this for 30-something years (during my lunch break and I cannot find my notes as to his name) and was fixated about getting me in for another appointment rather than getting me my medical records. After the ardous phone call, I said "I've to get back to work, I am done with this call, just get me a copy of my medical records as I requested in writing and I do not see how this is such a production to ask to get it, you said you have to ask the doctor first, which I do not understand why as I do not even know the name of the doctor and my appointment was with Baker Hill Dental and it would have the medical records on file and should be fufilling my request but fine, I will look forward to May 10th for which she will be asked that day and Baker Hill Dental will make a copy of my medical record right after that date, if it is going to take longer than that or if you will not be providing it, I again ask for that in writing, no phone call to try to talk about getting me into another appointment you can bill my insurance for to obtain the diagnosis from the ******* comprehensive evaluation your practice already billed my insurance for, I will need it in writing that you aren't fufilling it." To the best of my recollection that is the contents of that phone call and at that point, I had discussed getting my records with 3 people that identified themselves as managing the practice. Indeed, you should also have plenty of information to have not misgendered me. I know, if one does not look at the records and looks at my unisex name and drafts new documents (for which the two new June 19 and June 20 documents by ********************* are the only ones that mistake my sex/gender) one might make that mistake. I am disappointed no apology was made, given that the Operations Manager stated she looked at the consent form. One cannot look at one item and not look at the others.

  Additionally, I never said I did not want a D0150 but rather given the lack of exam for which would be required to ethically bill for that code in addtition to no representative of *** being able to communicate with me the DX for the remaining fillings, and the once in a lifetime benefit of that comprehensive code, I do not care if the "State funded plan" paid for it in its entirety. If D0150 was not performed, it is ******** billing fraud to code and receive (and not reverse and reject) the payment. It is further worrisome that a practice would deliniate who gets treatment plans, meaning State funded plans won't get treatment plans and therefore have less information for their "informed" consent. Furthermore, should I require (which it is clear I do as I cannot assertain the authenticity of this "dictation" and no copies of "charting" have been provided) a D0150 in the future, I would have to pay out of pocket. As a man of modest means on public benefits, of course I would question why the public is footing a bill for services not rendored and why I will have to pay out of pocket in the future for a benefit I am afforded by the state because *** decided to overcode. But my BBB complaint in July for which it was not adequately responded to (for which closure was due to further medical issues I had and a backlog of emails that got lost in the shuffle) was because more than 60 days past and I never recieved any written correspondance about my medical records request (as required by law) nor was it fufilled. And since (given the facts) the practice would be legally required to provide the records upon request, I filed a BBB claim. Unfortunately given inaccuracies in what was provided in the June 20, 2022 response, it required me to go back in time and lay out more of the reasons why I got to the place of requesting my medical records (as I feel the public has a right to know, as my experience as a public aid patient as not been A+ by any means). I also hoped to give the practice one more chance of fufilling its legal obligation before requiring me to go to other agencies.
  

  
  Sincerely,
  
  Mr. ****** *****

  All below are able to be provided, I ran out of attachment slots.
  

  1/27/22.pdf
  1/28/22.pdf
  2/2/22.pdf
  3/29/22.pdf
  4/7/22.pdf
  4/16/22.pdf
  4/16/22attachment.pdf
  4/26/22.pdf
  4/27/22.pdf
  4/27/22attachment.pdf
  4/27/22***.pdf
  4/27/22***attachment.pdf
  4/29/22.pdf
  4/29/22b.pdf
  4/29/22***.pdf
  4/29/22***linkeddocument
  5/1/22.pdf
  5/22/22.pdf
  5/26/22.pdf
  5/26/22***.pdf

  Business response

  08/26/2022

  1. There have been numerous calls, dating back to January 2022, between our office manager, ******, and the patient. Per witnesses to the calls and the personality of ******, she was always kind, helpful and apologetic for any misunderstanding. Myself, have not intended to come across as uncompassionate in regards to the complaints or sexual designation. 

  2. Regarding the medical records, while we have sent prior, we will send these again. 

  3. Dr's ***** / dictation notes have security parameter's to them, as required by law. In the field, we cannot print these but are able to copy and paste the notes only. There are box fields for the Dr name and date - box fields cannot be copied / pasted, but the notes do coordinate with the date of service. 

  4. In reply to the question on what was performed in the clinical exam and the corresponding code, in the dental field, there are 3 standard exam codes. The D0150 is the exam code that best fits the visit. In addition to the physical chairside exam, the radiograph imaging also covers some of the exam requirements. 

  5. Regarding the lack of a treatment plan for the fillings; the treatment plan serves a purpose of explaining to the patient, their financial responsibility. Due to the listed and confirmed coverage with the St of IL, the patient did not have out of pocket responsibility, thus no treatment plan needed. What was needed was a consent (sent in prior reply). The noted conversation heard by the patient, regarding the Dr asking if  treatment plan was done, was due to a separate procedure that was presented to the patient, that was not covered (Veneers on teeth 8/9, which we did present a treatment plan for and was signed.)

   

  We have answered many questions to satisfaction and are respectfully asking to find closure for ourselves and the patient. 

   

• Initial Complaint

  07/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made an official request to obtain my medical records from an appointment at Baker Hill Dental this last January 2022. Instead of that being fufilled, I was asked to fill out a form that was clearly not read (as I was only provided with the xrays I explicitly wrote and said I did not want, as I would have a future dentist request those images, but rather the medical records from my file were requested). Further followup from the practice manager lead to him telling me to come in for another appointment to be told the information I wanted. I said I filled out the practice's form and I've requested a copy of my medical records from January 2022, which I am legally entitled to. I said I could get them emailed or I can pick them up or if neither are to the practice's liking, someone should let me know. I said I had no desire to be subjected to another appointment, just provide a copy of my records. I said that if the practice was going to deny my records request, I needed that denial sent to me in writing with the reasons why. I was told by the manager that the doctor didn't get back until May 10, 2022 and I'd get them after that. However, all correspondence inquiring where my record request is, as I have received nothing, has been ignored and no response has ever been provided by Baker Hill Dental. The practice also has never provided the doctor's name in writing to me nor a copy of the forms practice representatives say I signed. The practice billed my insurance for a comprehensive code in January 2022, there has to be medical records regarding that appointment. I had requested verbally and then filled out the form I was given. I asked repeatedly after that both in email and when the practice manager called me to tell me "he's been doing this for x amount of years" and trying to get me into another appointment the practice can **** me for. I have been requesting my medical record and I have been unreasonably denied both the record and any information regarding why.

  Business response

  07/20/2022

  To whom it may concern, 

  
  

  Attached is our reply, to case ID ********. 

  
  

  Thank you, 

  
  

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

  Operations Team 

  Two Rivers Dental & Orthodontics

  ************ (C)

*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. ↩