Complaints

• Initial Complaint

  03/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Southern Roots Dentistry took over my Dentist's practice, whom I have been with for years Dr. Rew. When Southern Roots took over, I called to make an appointment for my 3 kids and asked them if they had all of their records and they said yes. The appointment was made and I was told everything was moved over. After the appointment we got a bill for over $300 and have had phone calls demanding payment. The appointment for the 3 kids was for cleanings only, covered by insurance. They do not take our insurance and did a bunch of xrays that were not needed and without notifying us of the extra services and now are demanding payment. They will not work with us on paying the bill and laughed at me when I called to work this out.

  Business response

  05/24/2022

  Business Response /* (1000, 5, 2022/04/14) */ We are so sorry that a patient had an unsatisfactory visit at Southern Roots Dentistry. I have addressed the patients three main concerns/complaints in the letter below. We always are striving to grow as a company and serve our patients in the best way possible. 1. Insurance Southern Roots Dentistry prides themselves on being transparent about our company policies and procedures including those that affect insurance payment. We not only explain this to our patients verbally but also have an "office policies and procedures" form signed for each patient seen at the office with their new patient paperwork. This is filled out prior to the patient being seen. Here is an excerpt from the "office policies and procedures" form that is signed by each patient. "Insurance Eligibility I understand that Southern Roots Dentistry verifies my insurance eligibility as a courtesy. I also understand that insurance eligibility is not a guarantee that insurance will pay for my dental claim(s). Southern Roots Dentistry is not responsible for denied treatment and or non-payment from my insurance company for any dental service(s) done in the office. I understand that in the event of denial or non-payment from my insurance company that I, the patient or legal guardian, is financially responsible. The Design of you Insurance Plan May Affect How Your Insurance Pays Southern Roots Dentistry I understand that Southern Roots Dentistry accepts most insurance companies. Southern Roots Dentistry also files claims on the patient's behalf as a courtesy. I also understand that Southern Roots Dentistry is NOT in-network with any commercial insurance companies. The design of your insurance plan may affect how your insurance company pays Southern Roots Dentistry. We encourage patients to contact their insurance company directly with any questions that they may have about their coverage. Treatment Plan Estimates I understand that estimates that I am given based on my insurance are just estimates and not a guarantee of payment from my insurance company. If insurance pays more than expected, Southern Roots Dentistry will either refund the patient or credit the patient's account. If insurance pays less than expected, the patient will be responsible for the remaining balance." *Ultimately, it is the patient's responsibility to contact their insurance company in order to find an in-network provider if that is important to them. We have many patients that choose our office regardless of having no insurance, in-network insurance, or out-of-network insurance due the experience and care that we provide to our patients. 2. Collections Procedures We do provide courtesy phone calls along with mailed second and third statements in order to notify a patient of a balance BEFORE unpaid balances are sent to collections at 90 days overdue. We want to make sure patients have ample opportunity to pay and are notified in multiple ways in case there is an address/phone number change. This is a courtesy that we take extra time to provide our patients. Many patients appreciate the phone call (in case they have misplaced bill) and like the convenience of being able to pay over the phone. We provide multiple methods of payment methods for our patients in order to provide ease and convenience. 3. Xrays We take x-rays based on the standard of care put into place by the American Dental Association. We only take x-rays that are clinically necessary to provide the appropriate care to the patient. The x-rays are necessary for appropriate diagnosis and treatment of the patient and are not optional procedures. In summary, we strive to treat all of our patients, employees, and members of our community with respect, kindness, and transparency. One of our company values is "To Be Clear is to Be Kind." Consumer Response /* (3000, 7, 2022/04/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) None of the above in the response was explained to me in the 3 phone calls preceding the appointment. None of the above was explained to my husband when he brought the kids to the appointment. Southern Roots Dentistry billed for services that we were unaware they were performing on the children which were unnecessary services due to Dr. Rew having performed the xrays at a previous appointment. Then when I called and the office manager laughed at me when explaining my concerns and we still have no resolution. These services we're unnecessarily performed and you would think a new practice taking over someone's patients would have enough respect to explain any differences in practices to the patients they are taking over.

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