ComplaintsforMichelle M. Pavlak-Hawkins, DDS - Premier Dental Partners

• Initial Complaint

  03/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 3/22/22 I was at a dental cleaning visit and was interested in getting additional work done. They offered to estimate my costs for having 5 crowns done. They had all of my insurance information and provided the estimate at $1,420 for my portion. As they did the estimate they said to they were estimating more than they thought would be necessary so they could stay under the estimate. I got all the work done with several visits over the next couple months and paid what I was asked to same day. My estimate and the amounts I paid were uploaded. I paid $1,488 which was more than the estimate ($277 + $960 + $251 = $1,488). I didn't include the bills for the cleaning as that was not part of the estimate. I also later got a mouth guard which is not part of the estimate or bills I uploaded. So I paid $68 more than the estimate fine, not a big deal. Then in Nov 2022 I get another bill for $830. I've talked to them a couple times and they maintain this is correct and it's what my insurance won't cover. Throughout the time I was getting these crowns they were changing their billing system. I feel like I was a good patient in every possible way. I never missed an appointment and paid my bills same day. When I got my mouth guard they gave me another estimate for that and then weren't going to charge me when I left and I said no that isn't correct. There was a person there from the company that was installing the new system who then helped them figure out the issue and I paid another $224 that day. I have no issues with the 2nd estimate for the mouth guard. I'm just trying to show I was honest and upfront and they clearly had some issues changing to a new system. I think this entire issue is their mistake and likely a result of changing to a new system. Giving someone an estimate and telling them you're over estimating but then coming back later and charging 63% above the estimate is not okay. My remaining bill of $830 would put me at 63% over the estimate.

  Business response

  04/13/2023

  April 13th, 2023 
   
  ******* ****** ******** – South County/Fenton has received your complaint requesting a response within 7 calendar days. ?We at ******* ****** ******** strive to deliver the highest quality dental care and service possible. Every complaint, regardless of circumstances, is taken very seriously. ?For that reason, ******* ****** ******** has talked with the patient on multiple instances in regard to his account balance.  Treatment for the patient was rendered by *** ******** ****** Our doctor strived to provide the best quality care by working within the patients’ time frame to complete all treatment that was needed before the patient went out of town; this included long appointment times and coming in on her day off. With any service there does come a cost to accommodate the doctor for her time. The patient met their maximum through the insurance company which resulted in the patient having to pay more than anticipated. We did honor the patients contracted rate even after this which gave the patient a significant discount off of his services. The patients’ balance will stand due to informing the patient before treatment that everything is an estimate.  
  
   
  Should the patient have any more questions or concerns we are more than happy to talk through them with him. We continue to stand by providing exceptional care to all our patients.  
   
  Sincerely, 
   
   
  ******* ****** ******** – South County/Fenton 
  

  Customer response

  04/20/2023

  I have no complaints about the level of service provided by the dentist *** *****.  The willingness to meet my request after the lab had delayed our original schedule to conduct the last appointment on the dentist's day off was appreciated then and is still appreciated now. I appreciate *** *****.   My concerns and complaint revolve solely around the billing and communication around the billing.  I would understand if the estimate had to be changed if more work needed to be done than anticipated.   Was more work done than was estimated for?     I was never told more work than was estimated for was required.  I would also understand if the price came in within a reasonable range of the estimate.  If this was only 10-20% over the estimate I would have paid right away and had no issues.  This is over 50% above the estimate and again I've still not been told more work than was estimated was required.  It is bad business to not stand behind your estimate.  The business is the one who knows the prices and has my insurance information.  Why not charge $10,000?  Our $1,400 estimate was just an estimate right?  If *** ***** coming in on her day off was an issue that drove up the cost, why not tell me that at the time?    For instance we can do this in time for your vacation but it will cost more would you like to proceed at the higher cost or wait?  That was never said, no choice was presented.  I made multiple attempts to call and discuss the bill and these issues.  *** ***** coming in on her day off was not brought up on any of those calls.  I was never told than more work that was estimated was required.  When I spoke to the billing manager I was told I she was going to talk to *** ***** and call me back.  I was never called back by the billing manager and when I called back weeks later to discuss further she declined to get on the phone with me.  I was only told the same as I was before.  This is the bill and this is what insurance didn't cover, that's it.  

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