ComplaintsforNamay Dentistry

• Initial Complaint

  02/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My first encounter with the dentist in 2020, was fabulous. Everything was covered by insurance and the tooth problem I went in for was solved. I had needed a crown put on my tooth but unfortunately it did not end up helping long term. About a year later in 2021, I started to have issues with the tooth again. I went into the office to find out there is a new dentist overseeing the practice. They had explained to me I needed a root canal. I signed paperwork that detailed what my cost would be and that I would have 4 monthly payments to pay off the root canal. After having the root canal done and completing the payments 4 months later, I receive a call from ******** who had explained to me that my insurance was no longer covering the procedure and I now had owed over $1,000. Between the time I finished the 4 month payment plan and her calling me to tell me this, I was starting to have issues with the tooth yet again. I had explained that the tooth issue was still NOT resolved and I was still encountering great deal of pain. I had requested that if I am being asked to pay this bill, that my tooth be fixed. I had spoken with ******** many of times how that even in 2023, I am still having issues with the tooth and I would be willing to pay the bill once the tooth is fixed. According to her “if you come in to have the tooth fixed, you will still have to pay for the fix”. After several times trying to negotiate, I had attempted to give in and pay the bill with a payment plan. I told her what I could pay each month and she would not accept it. (My offer was $200 over 6 months which would have met the bill total). Now, if you have been calling someone this long to pay a bill and this is what they offer, wouldn’t you take it? Since she did not accept this, she left the bill into the hands of collections. After 2 years of dealing with this headache, this is where things have landed as of a month ago.

  Business response

  02/21/2023

  [BBB Transcription via Email]

  From: ******** ***** <***************************>
  Date: Mon, Feb 20, 2023 at 11:20 AM
  Subject: Response to Namay Dentistry complaint (ID ********)
  To: ***************** <*****************>
  Cc: ****** ***** <*************************>, ****** ***** <*************************>, **** ******** <***********************>
  
  
  Good morning,
  Below is our response to complaint ID ********.
  
  "Namay Dentistry made every attempt to appeal the denial of the original treatment and corresponded frequently with the patient with updates on the appeal process. Due to a final denial from insurance, payment arrangements were necessary to fulfill the amount due for treatment completed. By our account, multiple attempts were made in the 6-12 months following treatment to arrange payments with the patient. On a couple of different occasions, the patient was going to work on arrangements but did not call back. We continued to follow up, but we were never provided with a final determination from the patient on what was feasible for her financially.
  
  The most recent contact with the patient included 3 monthly phone calls to implement a payment plan that was agreeable for both the patient and Namay Dentistry. Per a note on the patients chart from 01/09/2023: "Offered her 6 months of $186.40. She is going to "call me right back"." The patient did call back within a few hours of that and stated these payment terms were not feasible for her. I informed her that unfortunately, at this point the account will be turned over to a collection agency since we have not been able to come to an agreed payment arrangement after many months of discussion. 
  
  The conversations with the patient were always cordial and never negative in nature. We are confident we extended a courteous length of time to allow the patient time to determine a reasonable payment that would fit her budget."
  
  Please let us know if we can provide any further detail or explanation regarding this matter.
  
  Best Regards,
  

  
  

  Customer response

  02/26/2023

  
  Complaint: ********
  
  I am rejecting this response because: While it was a pleasure to read the response that was my complaint summarized, they still neglected to address the fact that I asked for it to be fixed then I will pay for the service. However, even in the response, nothing addresses how I told them several times that once you fix it at no additional cost, I would then pay for the bill. But, as mentioned originally, they said I would have to pay additionally for the fix. 
   
  Sincerely,
  
  ********* *******

  Business response

  03/08/2023

  [BBB Transcription via Email]

  "Our office policy when a patient is experiencing post-operative symptoms is to evaluate, determine the cause and offer a solution. Post-operative symptoms typically present within days or weeks after treatment. The concerns/issues communicated here were not reported to our office until the end of 2022, in tandem with communication to finalize a payment agreement. 
  Had a previous concern been presented, we certainly would have offered a path to resolution. This is our standard of care, without exception."

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