ComplaintsforGlacial Sands OMS

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was at ********* Dental in ********** to get a tooth pulled. They were running into issues and the doctor texted the oral surgeon at Glacial Sands and they informed him to tell me to come straight over. I made my concern about how much things were going to cost a top priority once I arrived at Glacial Sands. I filled out paperwork and was called back. Once in the back, they went over my medical history and the surgeon came into talk to me. She talked to me for about 5 minutes about different options and ******* - Never once looked inside my mouth at the tooth. I expressed my concern for the price again to the surgeon and said I still havent been told how much things will cost. She left and the representative told me the total cost would be pushing $1,200 (which I declined due to lack of funds). She walked me to the front desk and said I need to pay a $150 consultation fee for today. I explained to her that the surgeon spoke to me for 5 minutes and that nobody informed me of a consultation fee. The woman at the front desk talked to the surgeon and came back and said that since she provided a service to me and that I signed the patient forms talking about fees, the fee will stand and if I do not pay, they will send it to collections. There was no service besides the surgeon speaking to me for 5 minutes about options. We looked at the forms I signed and nowhere on there did it say anything about a consultation fee. The office staff could have cared less and I walked out. I would like the dispute to be resolved by having the consultation fee removed from my file, not sent to collections, and an apology from the office staff for hitting me with a fee that was nowhere expressed; verbally or written.

  

  Business response

  05/05/2023

  BBB
  54283979-B02D6
  

  Dear *************************, 
  

  Thank you for your help in resolving this issue.
  

  ******, 
  

  We recognize and are sympathetic about your recent experience. We understand that you went to a dentist for a tooth extraction and then were referred to Glacial Sands OMS due to your case being more complex requiring a specialist. We understand that there was a lack of clarity or full understanding that *** have occurred during this process.
  Regarding your concerns about the cost of your treatment, we understand that dental procedures can be expensive and we strive to be transparent with our patients about their financial responsibilities. In your case this was an emergency and we were able to see you immediately after you were referred to us by ********* Dental, your health and well-being is of utmost importance. We acknowledge that you felt that you were not adequately informed about the total cost of your treatment and how our consultation fee is fully applied to the total treatment costs.
  

  Regarding the consultation fee that you were charged, we are sympathetic to any misunderstanding that *** have occurred. Our office policy is to charge a consultation fee for all new patients, regardless of the duration of the consultation. This $150 fee is always applied in full to the surgery. We understand that there is not a dollar amount listed on our form where fees are mentioned.. We understand that this *** have been the source of the misunderstanding. We will review our forms and make any necessary changes to ensure that all fees are clearly communicated to our patients.
  

  In light of these issues, we would like to offer to waive the consultation fee for your visit and would like you to know that we did not have any plans to send you to collections. We understand your situation and would like to thank you for the open communication. We apologize for any inconvenience or frustration that you *** have experienced, and we hope that this resolution is satisfactory to you. In addition we understand you *** still be in need of oral surgery and care about your comfort and health and can see you as soon as today the 5th of May, or can schedule you for next week,  just call our office to schedule. If you have any further concerns or questions, please do not hesitate to contact us.
  

  Sincerely,
  Glacial Sands OMS
  

  
  

  Customer response

  05/05/2023

   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.

  
  

  Thank you.

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