Complaints

• Initial Complaint

  08/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 07/06/2023 I received dental services from Drs. Alperin, Fried & Popper, specifically Dr. Popper. I am a Cleveland Clinic employee. When I arrived, the first thing I did was go to the front desk with my insurance information. My condition was a tooth that needed extraction. I asked their representative if I could receive nitrous oxide. She stated, "You should probably get general anesthesia, you'll feel better and your insurance covers it." Again, I specifically asked her if anesthesia the anesthesia charges would be covered by my insurance. She stated, "Yes." However, I received a bill from Cigna Dental that showed zero dollars were paid for the first 15 minutes of anesthesia, and zero dollars for the second 15 minutes. I called their office asking for an explanation, and there was no explanation given other than saying, "Your insurance didn't cover it." THIS, AFTER SHE REPEATEDLY SAID MY INSURANCE WOULD COVER IT. The amount of anesthesia costs $605. I am requesting the difference in payment between nitrous oxide, which I first requested, and the general anesthesia, which I was talked into AND TOLD WOULD BE COVERED. Thank you.

  Business response

  08/15/2023

  Our office staff NEVER advises patients regarding anesthesia.  We tell them to discuss their options with the doctor.  Also, we never tell patients that their insurance will definitely cover a procedure unless it has been pre-determined with the insurance company.  The staff at the front desk have worked here for years and that would just not happen.

   

  Laurel Y*****

  Office Manager

  Drs. Alperin, Fried and Popper

  Phone 440-461-6390

  Fax 440-461-2990

  Customer response

  08/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *****
  
  I know im stuck with the bill because i sigh ed the waiver im sure they have surveillance cameras i suggest thaey look at that  i would not even of thought of local anesthesia i asked for nitrous
  
  
   

• Initial Complaint

  07/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called Dr.Poppers office because my 9 year old child is in need of an extraction my child has been previously seen by this office however had a balance of $328 from a prior appointment and I was told that my child could not have an appointment until the balance was paid I made the payment to clear his balance I was told I could schedule an appointment however I would have to pay for his procedure in FULL and they would bill the insurance company after because he had a previous balance in collections which was paid I have never had to pay for a procedure upfront in full after explaining my child was in pain and needing the tooth extracted I was never given any policy stating that this was apart of the practice there is no signs up in the office stating that there is a penalty for having a payment in collections and having to pay for procedures upfront especially when his insurance is in network with that dental office

  Business response

  07/17/2023

  Hi *******.  I cannot identify this patient as it is the complainant’s child.  However, I will address the complaint generically. 

   

  Before we send a patient to collections we send 3-4 months of bills.  Then we send 2 letters warning that if they don’t take care of this balance or at least call to make arrangements the account will be sent to collections.  This means that usually a patient is not sent to collections until approximately 6 – 9 months after the date of service.  The account is then in the collection company’s hands.  At this point if the collection company is successful we only receive a fraction of the fee.  In this case the collection company was not successful.

   

  It is then our policy if the patient wants to come back they have to pay the outstanding debt before even scheduling an appointment.  If they comply they have to pay for the next appointment in full on the day of service and we will submit insurance to reimburse them.  We have had many patients who repeatedly come in for service and repeatedly end up in collections.  If they are seen again and have paid in full on the day of service and gotten reimbursed, they do not have to pay in full on the day of service at subsequent appointments.

   

  As I earlier stated, this happens not that infrequently which is why this policy is in effect.  We stand by this policy and think it is very fair.

   

  If you have any questions, please do not hesitate to contact me.  Again, I cannot identify the patient by the information given so please forward this information to them.  Thank you.

   

  Laurel ******

  Office Manager

  Drs. Alperin, Fried and Popper

  Phone 440-461-6390

  Fax 440-461-2990

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩