ComplaintsforDeer Creek Dental LLC
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Complaint Details
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Initial Complaint
06/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Paid for partial filling for ******* on august 8th of 2023. I was told I had no more benefits at the time. On may 4th i received an explanation of insurance benefits that said they submitted a claim to my secondary insurance back in February. At the time I thought they used all my insurance coverage but it seems the office made a claim later. The insurance company paid them ****** of my benefits.Business response
06/19/2024
We do not have a credit amount as of yet due to waiting on insurance to reply to us. We have clarified the situation before but as of right now so you know, we are waiting on the primary EOB for 2 dates of service. Once we have that info from the insurance company we will provide the credit. As of right now we do not know the amount until that happens. We are for sure waiting for the credit to come but we need to wait until insurance tells us what the amount is.Customer response
06/26/2024
On June 4, I got the *** from **************** and then June 17th, I got the *** from United Healthcare.
I want to know if they have gotten the *** yet?
Business response
06/27/2024
Deer Creek Dental has received all the information from the patient's insurance that we were waiting on.A final audit has been completed on the patient's audit and the patient is owed a credit in the amount of $107.18I have attached the copy of the outline for reference on where the credit is coming from.The office has initiated the patient's refund through our home office and the patient will receive the check in the mail once processed.Thank you,Deer Creek DentalInitial Complaint
05/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Deer Creek Dental has had many billing discrepancies on my account. They have billed my services to another patient on my plan resulting in their rejected insurance claims for services. Since I am in the Navy and a student, it was brought to the attention of Deer Creek Dental billing department by the subscriber of my insurance plan (my parent), after they received multiple incorrect explanations of benefit statements from the insurance company.Deer Creek Dental took months to rectify these discrepancies. During which, the subscriber (my parent) was following up with them, as the incorrect EOB's kept coming in the mail to my residence. Deer Creek advised the plan subscriber not to pay until the issues were resolved. No follow-up about any balance due was provided to the subscriber. No invoices were sent to my home address. Now a collection notice arrived to my home address on May 20th, 2024. This was the 1st bill I have received from Deer Creek Dental. When Deer creek Dental was called May 23rd, 2024, they advised they sent text messages and emails and refused to remove the collection even after they were advised I did not receive any billing statements. I then checked my email and text and found the emails in spam. The message simply says to call their office with no info about a balance or what they wanted. The text messages were the same and looked suspicious. Deer Creek advised wanted to re-review the account again to make sure the balance was correct and her boss was out. We called back on May 28th 2024, the same lady said the balance was accurate and refused to reverse the collection on my credit, despite never sending me a statements and causing all the billing issues from their errors. I have submitted payment via certified mail to Deer Creek Dental and would like to ensure they take responsibility for their errors and remove the collection attempt.Business response
06/19/2024
On 7/11/23 the patient received services. Deer Creek Dental submitted the insurance claim digitally to the patient's insurance, which is connected to the patient's chart.-On 8/3/23 Deer Creek Dental received an EOB (explanation of benefit's) from the patient's insurance. The patient's insurance paid the claim, however on their end they accounted for it under a different family member. Insurance does make this error from time to time and when they do, they correct it by requesting a refund from us, as the patient's dental office and resubmits a new check for payment under the correct patient. EOB attached for referenceIn this event, they did just that.-On 9/21/23 Deer Creek Dental received a letter from the patient's insurance stating "We have improperly reimbursed you for the dental claim and are requesting a refund for the overpayment" *Letter attached for reference*-Deer Creek Dental is under the corporation, Heartland Dental. In the event a refund to insurance needs issued, the dental office submits the request to the refunds department in our home office and home office works with insurance to process the refund.It is notated on the patient's chart that the insurance refund took place on 11/2/23.-The patient's insurance came back with the proper payment for the patient's services on 9/29/23 and Deer Creek Dental posted it on the patient's chart at that time.Deer Creek Dental acted with proper action at each step in the process to get it corrected for the patient. As you can see from the timeline above, it takes time for all parties to get this rectified.Business response
06/19/2024
On 7/11/23 the patient received services. Deer Creek Dental submitted the insurance claim digitally to the patient's insurance, which is connected to the patient's chart.-On 8/3/23 Deer Creek Dental received an EOB (explanation of benefit's) from the patient's insurance. The patient's insurance paid the claim, however on their end they accounted for it under a different family member. Insurance does make this error from time to time and when they do, they correct it by requesting a refund from us, as the patient's dental office and resubmits a new check for payment under the correct patient. EOB attached for referenceIn this event, they did just that.-On 9/21/23 Deer Creek Dental received a letter from the patient's insurance stating "We have improperly reimbursed you for the dental claim and are requesting a refund for the overpayment" *Letter attached for reference*-Deer Creek Dental is under the corporation, Heartland Dental. In the event a refund to insurance needs issued, the dental office submits the request to the refunds department in our home office and home office works with insurance to process the refund.It is notated on the patient's chart that the insurance refund took place on 11/2/23.-The patient's insurance came back with the proper payment for the patient's services on 9/29/23 and Deer Creek Dental posted it on the patient's chart at that time.Deer Creek Dental acted with proper action at each step in the process to get it corrected for the patient. As you can see from the timeline above, it takes time for all parties to get this rectified.Customer response
06/19/2024
Complaint: 21771340
I am rejecting this response because:
No billing statements were ever sent by email, regular mail, or text.How can we pay Deer Creek when a statement is never sent by them?
How can Deer Creek send someone to collections for non-payment when they never sent them a bill?
Deer Creek is now refusing my payment that I sent via regular mail. They sent it back to my home address.See attached.
Sincerely,
*************************Business response
06/27/2024
Deer Creek Dental has received the patient's (mothers) response to the information provided and has added a few more things for reference.-A screen shot of the patients account that shows each billing statement that was generated by the office.-A copy of all 6 billing statements that were sent to the patient across 6 Months.-A copy of the letter that Deer Creek Dental sent to the patient, after the patient's mother mailed a check to the office.-A screen shot of the patient's submission history showing when emails were opened.The patient replied with a screen shot of an email received from Deer Creek Dental. That email is not a statement. That email is generated to the patient as part of our collections process, in addition to monthly statements. As you can see it does not provide the details like a statement, but rather an attempt to reach the patient. Our attempt at collecting an outstanding balance includes, emails, phone calls, and mailed billing statements.The payment was sent back to the patient's mother as the patient's balance is in collections. Deer Creek Dental mailed the check back to the mother and a separate letter to the patient with information around where he can take care of his balance plus collection fees. I have included a copy of the letter for reference.Thank you,Deer Creek DentalBusiness response
06/27/2024
Deer Creek Dental has received the patient's (mothers) response to the information provided and has added a few more things for reference.-A screen shot of the patients account that shows each billing statement that was generated by the office.-A copy of all 6 billing statements that were sent to the patient across 6 Months.-A copy of the letter that Deer Creek Dental sent to the patient, after the patient's mother mailed a check to the office.-A screen shot of the patient's submission history showing when emails were opened.The patient replied with a screen shot of an email received from Deer Creek Dental. That email is not a statement. That email is generated to the patient as part of our collections process, in addition to monthly statements. As you can see it does not provide the details like a statement, but rather an attempt to reach the patient. Our attempt at collecting an outstanding balance includes, emails, phone calls, and mailed billing statements.The payment was sent back to the patient's mother as the patient's balance is in collections. Deer Creek Dental mailed the check back to the mother and a separate letter to the patient with information around where he can take care of his balance plus collection fees. I have included a copy of the letter for reference.Thank you,Deer Creek DentalCustomer response
06/30/2024
Complaint: 21771340
I am rejecting this response because:
Deer Creek Dental has not provided proof of the actual email with those statements attached. Deer Creek has also not provided proof these were sent via USPS.Per my previous attachment: the email Deer Creek sent was a request to call the office. No statements have ever been received.
I should have never had the balance sent to collections since Deer Creek never billed me or provided a statement.Please remove the collection and I will send you another check since you mailed my check back to my home.
Sincerely,
*************************
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.