ComplaintsforRockford Family Dental

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year, I was put on a plan that included 2 dental cleanings. I received my first cleaning then scheduled my second for around halloween. Around halloween, I got sick with covid and called and rescheduled the appointment but the girl on the phone (***** possibly) couldn't get me in for the cleaning until January and assured me that it would still be covered under that plan I paid for.When my January appointment came, I got to the office and was told I would have to pay again. They said the girl was not there so they couldn't talk to her or take it out of her check so they do not stand behind the words of their employees.So apparently I'm supposed to go in and have them work in my mouth WHILE I HAVE COVID. It was not my fault I was sick. It was not my fault they were booked thru the end of the year and couldn't get me in for the services I paid for. It was not my fault that their employee was wrong.

  Business response

  01/10/2023

  In regards to this complaint we have looked into (*****************) file and have no documentation of (***********************) purchasing the plan. We show that after extensive work done the patient was given a discount to lighten the bill that was assigned to the procedure but at no point did (***********************) actually purchase the membership plan. On his account we can show the date that ************** offered his services at the fee we charge other patients our *** membership fees but we have no document proof that the patient bought the *** membership plan. The validity of the (*****************) claims is very weak considering that we stop selling our *** plan in February of each year and the discounts that he received didnt start until May 11 2022 leading our records to indicate that ************** simply offered the discount to (***********************) since he had no insurance. 
  If our records are wrong the patient would need to provide us a copy of his *** Membership plan card and a signed copy of the contract that each patient has received at time of purchase. 

  Customer response

  01/12/2023

   
  Complaint: 18711688
  
  I am rejecting this response because:
  

  If I was not on the plan, then the cleanings were paid for outright because I was being called all summer to set the 2nd cleaning up and didn't answer because I didn't have the money at the time. When I finally answered and was asked to schedule the appointment, I said I couldn't at the moment because I didn't the money to pay for it, and their girl told me that it was already paid for, so I scheduled it for November 2.  I would eventually have to reschedule that appointment due to having covid.

  So if I was told that the cleaning was paid for when I scheduled the Nov 2 appointment, that leaves two possible scenarios:

   

  L1 - I was on the plan and that is what covered the 2nd cleaning. Then, when I tested positive for covid for the appointment, they rescheduled it for ******* and told me it would still be covered, then they didn't back up what their employee assured me (that the cleaning was covered) and tried to get me to pay again. When I went for the appointment, I asked if they would rather me have come in for the Nov 2 appointment while positive for covid and she acted like that is what they wouldve preferred which shows they don't care about the safety of their patients and staff.

  2 - The 2nd cleaning was paid for outright since they kept calling me to schedule it and, when I said I couldn't at the moment because of lack of funds, told me I wouldn't have to pay because it was already paid for. If that's the case, that the 2nd cleaning was paid outright, that means I paid for the cleaning out of pocket and the new years expiration should not apply and I have not received services already paid for and they tried to get me to pay again.

  These are the only two scenarios I see given that they called me to set up the November 2 appointment and told me that the cleaning was paid for even then. 

   

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

  Business response

  01/13/2023

  Patients first visit to the office was in March 2022. We stop selling the membership plan at the end of January 2022. I put **** on the plan fees to reduce his cost for the treatment he received. He never bought the plan. To get the membership benefits which include 2 healthy mouth cleanings and one exam and 6 x-rays. We have prove that **** never purchased the membership plan. His mother was with him when I told them about the reduced fee program and that it would be available for next year. My staff would not ever set appointments for free would out checking with me first.

  Customer response

  01/13/2023

   
  Complaint: 18711688
  
  I am rejecting this response because:

  Well, your staff repeatedly contacted me over the summer to set the second appointment up. I never answered because i didnt have the money at the time to do it but finally i did answer and they told me they were setting up the second cleaning. I told them i couldnt yet because i couldnt afford it and they told me it had already been paid for so i scheduled it for November 2. If it hadnt have been paid for already, i wouldnt have scheduled it at that point. I tested positive on or slightly before halloween and was actively sick. I called to reschedule and said I had covid and she told me to reschedule. She said I couldn't get in til January and I asked her about the billing for it and she said it was paid. Why would she repeatedly call me to schedule the November 2 appointment if it weren't already paid, she called to schedule it so your books would match services performed so your books should reflect that.

  Since we're bringing my mom into this, she also remembers all this happening as does her twin that paid for something there using her credit card or check so that should also be in your books. My mom remembers thst when I scheduled the November 2 appointment, that i was told it was paid for already because otherwise I wouldn't have been able to afford it at the time.

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

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