ComplaintsforHigh Point Pediatric Dentistry

• Initial Complaint

  02/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1-4 we showed up to an appointment in which we did not have all the money they were requesting us pay at that time. They did not offer to exclude some services even though they were not mandatory and only recommended . Instead they informed us they would not be able to see us that day even though we took the time to show up and we have dental insurance. Now yo add insult to injury they sent me a statement for a 75 dollar fee for what they considered a missed appt that day. This is unacceptable and on 2/7 I called in personally and spoke with the office manager Karen and expressed my displeasure and that this was unacceptable and down right cold hearted. I can provide a copy of the statement that they sent me showing the 75 dollar charge labeled as a fee.

  Business response

  04/06/2023

  Ms. ******* ****,
  
  I apologize for the slow response, somehow I missed the first notice sent regarding Mr. ******'s complaint.  I have attached a signed copy of our Broken Appointment Policy that every family is required to sign.  This is the most updated Policy signed, they have also signed multiple BA policy forms in the past.  We have a very limited number of treatment appointment times and the Broken Appointment Policy was put in to place as an incentive to keep your appointment.  On 6/23/2022 E. ****** the first BA fee of $50 was applied.  Mom called after patient's appointment time stating that she thought his appointment was for a different time.  Keep in mind our automated system had sent multiple text and emails to confirm the appointment, as well as our office calling personally when they had not arrived.  Mom rescheduled patient's appointment and BA fee was applied to the account and later paid.  On 8/25/2022 F. ****** Jr. and K. ****** had appointments for their cleanings.  Mom called that morning and stated that one of the patients were sick and wanted to reschedule.  We did NOT charge a broken appointment fee, since they could not help being sick even if it was less than 24 hour notice.  F. ****** was seen for his cleaning on 10/26/2022 and that day mom made a treatment appointment for 1/4/2023.  The day of treatment appointment 1/4/2023, mom showed to appointment with two children claiming she thought it was a cleaning appointment.  Explained to mom that they both had just been seen less than 3 months ago and were not due for a cleaning.  Showed mom the treatment plan that she signed on 10/26/22 and mom stated that she was not prepared to pay that and wanted to reschedule.  Mom was told in doing so that a BA fee of $75 would be applied.  On 1/18/2023 E. ****** was scheduled for his cleaning and patient was a no-show/no call to that appointment.  At that time there was a $50 BA fee applied to the account.  After Mr. ****** received a statement he called on 2/7/2023 and wanted the BA fees removed from the account, stating they had never done this before.  He spoke with Karen, who is not our Office Manager and well documented notes were made.  I did allow Karen to remove the $50 BA fee for the cleaning, but explained that we would still require payment for the broken appointment for F. ******'s treatment.  Our office has always been very understanding due to sickness, but as you can see that was never mentioned for the charge in question.  We try to be fair, however we also have a business to run.  Thank you for your time.  Please let me know if there is any other information I can provide you.
  
  Lauren ****
  (Office Manager)
  
   

  This email is intended for the noted recipient only and may contain confidential information.  If you have received this information in error, please contact our office immediately.  Any misuse of the information provided in this email is subject to federal and state laws pertaining to HIPAA.
  
  High Point Pediatric Dentistry
  1971 Eastchester Drive
  High Point, NC 27265
  336-885-5500
  * ***********************

  Customer response

  04/06/2023

   I am rejecting this response because:  

  I have taken the time to read the response and the signed form from High Point Pediatric Dentistry and am still opposed to the said fee trying to be charged to me for two reasons.  1 We did not no show the appointment which is clearly stated in the form my wife signed the fee is charged for.  2 the amount of money my wife was asked for at the time of appointment was never discussed previously and had we known that appointment would have never been made in the first place.  It was our full intentions to come in that day and receive services but were never explained that much money would be due therefore due to a misunderstanding that fee is not applicable or acceptable.

  
  
  
  

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