ComplaintsforFirouzian Dentistry

• Initial Complaint

  02/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called Firouzian Dental and asked about getting a 2nd opinion on some work another dentist recommended (root canals.) I am autistic and already have a really hard time with dental procedures, and the reviews on this providers website spoke greatly of them so I figured they could be trusted. The woman I spoke to originally on the phone told me that they are highly against root canals and would recommend other options or extractions, but never a root canal. She offered me a $50 consultation for the 2nd opinion, so I went ahead scheduled the appointment and came in at the scheduled time. I did not see the woman I scheduled with over the phone who I assumed was one of the hygienists, who told me she would offer other options of treatment. The woman I met with had an assistant take an X-ray and put me in an area to wait. The same dentist came back and immediately recommended root canals after I was told they didn’t offer or encourage root canals and would recommend other treatment options or extraction. I told them thank you, that this was just an appointment for a second opinion, and I would make another appointment in the future if I needed their services again. I went to the front desk to pay the $50 consultation fee and was told by the receptionist that my fee was $594! I was speechless but attempted to ask why it cost that much when I was told $50 over the phone. The receptionist told me it wasn’t possible that anybody told me that, because their consultations always cost that much. Feeling like maybe it was me that made the mistake, and me not doing well with confrontation, I went ahead and paid the $594. I know this is bad business practice and a way they must get customers through their door. They tell them lower rates over the phone and then give them a new price when it comes time to pay after the appointment. It’s either that or they were taking advantage of my disability and thought that I wouldn’t speak up or defend myself (which I didn’t unfortunately)

  Business response

  03/13/2023

  Due to the nature of the decay and infection a regular X-ray would never have been sufficient to offer any type of comprehensive professional opinion and based on our memory your office would not release your X-rays for some unknown reason. If you recall we explained that to provide you with an answer we do a 3 dimensional X-ray, more specialized but if you remember that $500.00 is not lost but actually applied toward your future dental treatment. 

  It was your decision not ours that you needed to go back to your provider other wise you would have had $500.00 to utilize towards the dental treatments recommended.  We apologize for any misunderstandings but that was explained by both the front desk team as well as the individual person on the phone, this is back in 10/22.  We assumed there was some issue with your insurance that you decided to go back to your provider since we were so surprised since you had mentioned you were very concerned with your present dentist. 

  We always welcome questions, especially at the time you are in our or other's offices as they help us see and prevent misunderstandings.  Unfortunately when services are provided to offer answers we cannot remove the charges to them since we have provided the diagnostic service and offered you the professional knowledge and recommendations.  We truly hope this helps to answer your questions. 

  The X-ray you had completed was for the purpose of a specialized digital conebeam CT, similar to a catscan in dentistry to assess the root of your tooth and ascertain the root is not abscessed.  A regular X-ray cannot provide this information, without this diagnostic tool the dentist cannot provide an answer as to whether a root canal is an option for a tooth or not since infection can not be ruled in or out.

  Please feel free to call us with any and all questions, all questions are welcomed in our office and we welcome an open dialogue to help all our patients all the time!

  Customer response

  03/14/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19431181
  
  I am rejecting this response because: my dentists office offered to send current X-ray copies via email (as requested), but due to HIPAA requirements, they wanted a formal records request to be filed by Firouzian, but the front desk representative at Firouzian said they didn’t have time to do. I drove to my dentist before my consultation, and picked up my dental records along with the X-ray and brought them to my visit. At no point was it mentioned that the consultation cost ($50, not $500) would be credited from future care at the practice. Nor was I told that I was receiving a service that would be more than the initial $50 I was told it would cost. 

  
  Regards,
  
  ******* *****

  Customer response

  03/15/2023

  My insurance is not accepted by Firouzian in dentistry. I knew at the time of scheduling my appointment that I would be self-pay only. I made the appointment after inquiring about the price that the service would cost, and agreeing on that service and cost. If I had known prior to my appointment that they would be performing a specialized service that costs more, and not the service and price we agreed on, I would not have made the appointment. 

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