ComplaintsforNow Dentistry

• Initial Complaint

  12/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an appointment with Now Dentistry for a standard cleaning and X-ray. After the initial exam, I was told that I needed a root Canal and two fillings. The receptionist demanded money upfront and insisted that a pay prior to receiving the service or receiving my insurance statement. When I received my insurance statement, it was significantly lower than the amount I paid the dental office. I paid the dentist $714.00 and the insurance stated that I only owed $249.50 of the entire balance. The dentist is refusing to acknowledge that I was overcharged or provide a refund. I spoke to my insurance provider and they agreed that I overpaid for the services rendered. I am now seeking a refund for the overcharged amount.

  Business response

  01/06/2023

  Patient presented to our office for a comprehensive exam , after examination she was advised to get root canal, crown and fillings. Treatment plan and her copay was presented based on the insurance contracted fee and the coverage level .She first decided to start on the root canal and the crown only and she paid $ ****** then she decided to add more treatment and she paid an additional $159.20 . we have an office policy that if the patient agreed to the treatment plan and copay we collect the copay same day or we arrange an in office payment plan .It was her choice to start same day ,she could have called the insurance and get the estimate before she starts treatment .
  Patient agreed to the treatment plan and she signed the consents with the payment receipts.
  We submitted the claim for the exam, xray, root canal , fillings same day . The crown was billed separately because the insurance guidelines states that the crown must be submitted on seat date (the day that the patient receive the final crown).
  
  On 12/28/2022 we submitted the crown claim (patient came in for the final delivery after receiving the crown from the lab).
  
  Patient came in to the office on 12/29/2022 with EOB she received from insurance company . she accused us for over charged her. We explained to her that this EOB (EXPLANATION OFBENEFIT ) she has received from insurance is missing the crown ! that's why the copay is not the same and we advised her to wait until she receives the second EOB from the insurance and that will have her other copay .
  
  We also explained to her that the crown claim was submitted on 12/29/2022 and it will take at least 3 weeks for insurance to process it . she was still not accepting that .
  
  we received payment on the first part of the claim and insurance still processing the final part of the claim . As soon as she received another EOB from insurance she will be able to see that the copay she have paid was the correct amount if not more .
  
  she filled a complaint with the finance company that she used and we sent them all the detailed documentation .
  
  Since the patient did not accept our explanation and accusing us for having zero understanding we have decided to dismiss her from the office . At the meantime we are waiting on the claim to be able to finalize her account.
  
  Thank you .

• Initial Complaint

  11/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, this is Nancy ****** filling a complain on behalf of my fiancé who is not very knowledgeable on English. My fiancé came from Kenya in September of this year and had teeth issues. We visited now dentistry where they did root canal on his two upper front teeth and also did some cleaning and filling on his upper teeth. One month later one of the teeth they fixed broke and was very sensitive. We went back to the clinic where they offered to fix it and also fill the other cavities he had. I have known my fiancé for three years and he had cavities on all his teeth. Upon paying for the filling, I asked the receptionist whether the payment I made was for all the teeth with cavities and she said yes. I left my fiancé to get his filling done but about twenty minutes later they called stating that he had two more cavities and I needed to pay more. I declined to pay more because she had said whatever I paid was for all cavities. I later picked up my fiancé and upon getting home I realized they didn't do two teeth and when I called them to ask, they said they were not covered. We also realized they created a problem another front tooth they had worked one which is now causing my fiancé to be in pain and have teeth sensitivity. We are tired of having to go back for the same issues and it seems like the people there didn't care much of what I was saying. My fiancé wrote a review on their website, and they asked him to get a better translator which I felt was offensive. I have been here for 8 years and know very well everything they were saying. I'm the one paying for all the services so there is no way I would allow them to work on my fiancé if I didn't know what they were telling me. I feel they should pay us back for the suffering they have caused both of us to go through and to also get money to pay another dentist to correct their mess and finish the teeth they didn't work on. Please help us get what we deserve. Thank you.

  Business response

  12/28/2022

  Business Response /* (1000, 5, 2022/11/17) */ when patient came here for the first time , we had a complete oral evaluation. you were with him and you have translated everything to the patient in details . You were given a detailed report about his treatment and procedure , we also went over costs and insurance coverage . You made the decision on the patient behalf where to start and treatment was completed same day . Then you contacted the office concerning about a tooth that is giving him sensitivity . we got him in the office the very next day and since we have worked on this tooth before we took care of it for him immediately without any additional charges. You asked what else he needs and we explained to you that based on the last exam done he still needs more fillings and other procedures including the cleaning . we went over his insurance coverage and copay with you and you translated to him everything , then he signed his consents and treatment plan. we asked you to stay in the room with him so you can translate between him and the staff but you went back to your car and we started the treatment . After the dentist finished his scaling he saw more fillings that were not treatment planned before, so we contacted you to inform you of the new findings and to ask you and the patient permission weather to take care of these teeth or not. you came back in the office upset how come there is more fillings !! we clearly explained to you that sometimes after the cleaning we might see more fillings and we just want you to be aware of it , there is no obligation to fix them immediately. Between the staff and the patient there was no direct communication due to the language so any information was delivered to the patient as far as his copay or treatment details was translated by you . he did not show any signs of concerns or complaints during his visit. The treatment was completed and you left the office with an updated copy of the treatment plan. An hour later , you called the office asking why he has a whole in one of his teeth! we explained to you that this tooth needs different kind of treatment as mentioned at the very consultation visit and you have decided to wait on fixing it until his insurance can cover it ! I think we worked very hard to explain his dental needs as well as the insurance coverage and copay . we were here for him when he requested to be seen .Treatment plans and copays can change and that 's what it is recommended to be evaluated once every six month . we can not guarantee that his treatment will remain the same for any period of time . Our intention was not to disrespect him when he sent a comment as you mentioned, We offered him the best service as possible . Thank you Now Dentistry team Consumer Response /* (3000, 7, 2022/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) After he got home he had another teeth which was affected when they were doing the filling. Two days later the teeth they had fixed on that day broke agin and we cannot come back to the clinic for the third time to have the same two teeth fixed. We need compensation to get another dentist to work on those two teeth. I have attached a picture of both teeth that are broken and the two pieces that came from them. Business Response /* (4000, 9, 2022/11/18) */ We will be very happy to evaluate the teeth you have mentioned . We do accept walk-ins five days a week . you are more then welcome to stop by the office or you can call to schedule an appointment so we can evaluate the teeth and see what is the proper way to take care of the situation. Thank you Consumer Response /* (4200, 11, 2022/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) We would like to see a different dentist. We don't feel comfortable at all coming back to your clinic. You also stated that he did not have the two cavities but according to the dentist we saw two days after we left your clinic on October, the cavities were there. We have x-rays and treatment plan showing that the cavities were initially there. We first came to your clinic on October 2nd and went to the other clinic on October 5th so there is no way he got them in two days. we would like a compensation for the two broken teeth and the two cavities you didn't take care of.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ***BBB note: A complaint was submitted by the consumer as a separate document that is accessible online. If you received this notice via email, please click on the "Write a Response" button to visit the unique online caselink, then, open the appropriate attachment. If you received this notice via postal mail, please type in the caselink into your web browser and open the appropriate attachment. If you have any questions, please contact your caseworker.

  Business response

  06/12/2022

  Business Response /* (1000, 21, 2022/05/10) */ Explanation: Mr. ***** had an implant placed with a special that we had in 2019 for $1999 implant special package . Then in 2021 he scheduled an appointment to have another implant placed and he mentioned that now he has a discounted plan through one of the insurance company that we are in network with. we verified the effective date and on the appointment we went over pricing using the fee of the plan that he purchased . The first step of the implant was placed and we agreed to help him making payment towards it . he was making payment with no problem . Then he called the office for the second step of the procedure and when we went over the cost for the second he got upset . he requested us to honor the implant special that we had in 2019. we explained to him that this special is no longer valid and we have to honor the fee of the the plan you purchased specially that we are in network provider with this plan. We offered him to make payments towards the treatment as we go and until we finish the whole procedure ad he refused .he is still making payment towards the first step of the implant and the last one was in 02/2022 so we are not sure what is the problem and how can we make him satisfied . we have contacted the patient again offering a payment plan to continue the treatment and he still refused and unfortunately we can't offer a special that is no longer offer by the office.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/10/21 - had 2 extractions and 2 dental implants at Now Dentistry by Dr. E. for $4,185.00. Used Credit for $4,000. 10/6/21 - denied dental implants procedures from my insurance CareFirst due to my periodontal disease and implants being too closed, poor prognosis 10/19- Called/Emailed Now Dentistry about my insurance and requested for docs, x-rays, letter to prove the need for implants, until now 12/21/22, Now Dentistry has not provided anything from my request; I did not return to now dentistry to continue with permanent crowns due to my insurance 11/30 - went to a new dentist for check up and second opinion if i needed dental implants, second dentist said she agreed with the denial of my insurance due to my periodontal disease, i should not have gotten the dental implants I decided not to proceed with Now Dentistry Dr. E. because he failed to address my periodontal disease and continued with 2 dental implants. I agree with my insurance and will be undergoing oral restoration and removal of the implants to start the healing of my gums with the new dentist. I request for a full refund from Now Dentistry Dr. E.

  Business response

  02/15/2022

  Business Response /* (1000, 15, 2022/01/26) */ Patient presented to our office for exam on 07/01/2021 we went over the treatment plan and insurance estimated coverage for her bottom front implants .Patient was given a copy of her treatment plan same day . ON 09/10/2021 patient came and we started the treatment as agreed . we extracted 2 teeth and we placed 2 implants with temperory crows. patient paid her estimated copay using care credit and we submitted the claim to the the insurance company . the insurance send a denial letter for the implants and that will leave the patient with a balance of $568.40 . we sent an appeal with a narrative to insurance company and it was under process for 45 days . We also have contacted the insurance dental director trying to schedule peer to peer review with he dentist that denied the claim. they scheduled a phone call between our dentist and their dentist at 10:00 am and the insurance never called. we contacted the insurance again and we are still waiting for them to respond back to us . Patient has requested a copy of her records which was sent to her by mail as she requested (26 paper) then a month after she called the office saying that she never received it !! We offered her to come and pick it up she said No and we have sent it again by mail after verifying her address. We have no control on insurance acceptance or denial on any claims . we offered the patient an estimate copay based on the given dental plan coverage and maximum . our claim department try to appeal any denied claim as a courtesy to help the patient out . Even though the denial is out of our hands but we are still trying to get in contact with the insurance so both Dentists can discuss the case to benefit the patient . Thank you Consumer Response /* (3000, 17, 2022/01/27) */ Re: BBB Complaint Case# ******** (Ref#85-********-********-16-1100) External Inbox *** ****** 2:51 PM (0 minutes ago) to me Response of *** ****** For Now Dentistry Pulaski: Please read carefully 1. I have been requesting since 11/11/21 for a dentist's letter explaining the medical necessity of my oral surgery. I would like to RECEIVE an official statement from Dr. E. on why I was given the said procedure of extraction and implants. Please clearly state the reason why this procedure was done to me in the first place. 2. I have been in communication with your office Now Dentistry Pulaski since 10/19/21 and your office ONLY responded with 2 emails. First email, 11/22/21 (x-ray release form) and 12/1/21 (copy of my consent forms). I submitted my x-ray release form but still haven't received my x-rays from your office as of today 1/27/22. I had to reach out to BBB just to get your full attention on this matter. 3. The 26-page packet that you said "was sent to her by mail" BUT I DID NOT RECEIVE violates my privacy and HIPAA Rules. Where was this mailed? When was this mailed? Where is this packet now? How was this packet prepared and mailed? It is your due responsibility to protect your patient's information. Business Response /* (4000, 20, 2022/01/28) */ Respond to patient: 1.the letter of medical necessity went straight to the insurance company with new submission of the claim which is part of the appeal process between dental offices and insurance companies. the appeal was stating why you were treatment planned for this procedure . For point 2 and 3 : As mentioned in the original respond, we have sent all of your records not only the x-rays by mail as you requested . we also offered you to come in to the office in person and pick it up since it is a big package and you refused, so we have sent it twice to your address and we wish we can guarantee the delivery. We still have a copy here in the office and you are more then welcome to come anytime and pick it up. Again we submit claims to insurance companies with all the required documentations , we can not guarantee the approval or the denial of any of these claims ,but what we do is ,if there is a denial like in your case we do the best we can to get it approved or at least understand why it is denied even though it is listed as a covered benefit. This is exactly what happened in your case , we have submitted the appeal and we had a peer to peer view between our dentist and the dentist that initially have denied the claim. we are now waiting on the insurance final decision . you can easily call the insurance and follow up on the claim yourself ,everything should be documented under your account . Thank you Consumer Response /* (4200, 22, 2022/01/31) */ *** ****** 10:41 AM (0 minutes ago) to me Response from ******: Please be aware that the information gathered here through questions and request is time sensitive. Please address the questions directly and email the said request immediately as this has been requested for more than 30 days. Your delay has already impacted *** ******'s deadline with her insurance. ***Action Required for Now Dentistry Pulaski: 1. Send a copy of the letter of medical necessity to *** ******. 2. Answer the following questions regarding missing (26-page)packet #1: 2.1 Who printed/prepared/mailed missing packet #1? 2.2 Where was missing packet #1 mailed? 2.3 When was missing packet #1 mailed? Business Response /* (4000, 24, 2022/02/01) */ The office manager has printed and mail the packet to the address we have on file for you. Then after you talk to office manager and per your request , we sent it again last week by mail after reviewing the address with you. At this point we are advising you to follow up directly with the insurance company in regards to your denied claim . we have done everything we can to follow up with the insurance. We have not received a final response after the peer to peer review. Thank you Consumer Response /* (4200, 26, 2022/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still haven't received the letter of medical necessity for my dental procedure. This has been requested - 11/11/21. Business Response /* (4000, 29, 2022/02/04) */ all medical records with the medical necessity were sent to you address provided by you to our office on 12/01/2021 and on 01/24/2022 . we have contacted you and we verified the address then we sent it again on 01/24/2022. you have contacted the office on 01/26/2022 and we confirmed that we sent it on the 24th and you were advised to check with your local post office to check on it in case if you did not receive it. you were also offered to stop by the office and pick it up at anytime. So I can not ANSWER WHY you have not received the package since we can not guarantee the delivery . Also we are not sure if we send it for the third time to the same address it will be delivered to you so we are advising you at this point to . stop by the office and have the whole package with the medical letter and clinical notes ready for you. Thank you

• Initial Complaint

  12/14/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My experience with Now Dentistry was awful. It was the worst experience with customer service I have ever witnessed. I have had problems with wait times, inconsistent information regarding price, disrespectful employees, and today, in a conversation between me and an employee of the company, I was threatened. All of this has resulted in me receiving no treatment. I have an appointment scheduled for tomorrow, but my well being was threatened in case I show up to the appointment. I would honestly like to see the business in some way condemned for its lack of professionalism; however, at the very least, I would like an admission of wrongdoing.

  Business response

  02/17/2022

  Business Response /* (1000, 13, 2022/02/08) */ Patient came to our office on Friday 12/03/2021 as a walk in at 5:30 pm complaining of discomfort. Even tough the office close at 7:00 pm we took care of him . we did the exam and he received a detailed consultation for the procedure steps and fees. he was not happy that we could not do treatment same day, he finished his consultation at 6:00 pm and that was not enough time to start treatment .we have explained to him that his treatment will need two hours appointment and he was not scheduled for that today . He requested an office manager to call him back and he scheduled an appointment on 12/15/2021 (based on his schedule) even though we offered him 12/06/2021 . On Monday 12/06/2021 , the office manager contacted the patient and he was having the same complaint . she explained to him in details that we haven't had enough time to do the treatment .He asked about the fees and the steps and she went over that again with him over the phone. On 12/10/2021 a family member came on behalf of the patient and she requested a third copy of the treatment plan to show the fees . we gave her the copay and she said that the patient is confirming his appointment on 12/15/2021. On 12/14/2021 patient called the office asking for the fourth time on the procedure cost for his appointment scheduled on the 15th , the treatment plan coordinator went over the treatment plan again but he was very disrespectful to her and he was yelling questioning the price!! We have tried the best we can to provide him all the information about his treatment starting from how many visits to the total cost and payment plan . He was always not satisfied even before we start treatment for no clear reason . treatment plan coordinators went over the treatment plan with him in office and over the phone multiple times. this is our job and we love to help and provide information to our patients . thank you Thank you

• Initial Complaint

  12/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I am writing this letter in such disgust of treatment that I received from the staff. I was hung up on by who I believe is an Indian woman today. Prior to this, I called three days ago to inquire on receiving my treatment plan information to my email. They stated they would do it and each time I called back they complained and stated that it takes 48 hours. The most recent time I called, Diana answered and instead of helping me she passed the phone to the Indian/middle eastern lady who decided to YELL at me stating "it's busy, we are busy" "I already gave you a break down of your treatment plan so why are you calling back?". I did not like the way she spoke to me. I told her I spoke to ebony yesterday and she said it would be done by this morning that's why I'm calling back because why promise a time and not hold up to it. She starts arguing back and fourth with me and then hangs up while I'm speaking. Since I live close by, I decide to come in and I ask who hung up the phone on me? The Indian/ME woman yells "ME" like she is proud of it. She also tells me "we don't want people like you here" and proceeds to argue with me infront of the entire office. I ask for my treatment plan and she stated "you need to sign a release form and your information and dismissal will be sent to your insurance provider". This practice is horrid and I can't believe the owner of this practice allows their staff to treat patients like this. Not to mention; they gave me a sheet that states "it has become apparent because of a breakdown in our doctor-patient relationship, your dental needs would be better met elsewhere". Yet.. I never had a problem with the doctor but the staff. The staff wants to talk to patients rudely and when you confront them on it they end your care. Good thing I have this on recording. It is unfortunate such a great doctor allows such staff to tarnish a brand. Especially when I was requesting this info so I can be prepared financially for my appt next week.

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