ComplaintsforDr. Peter E. McGowan, DDS
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Complaint Details
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Initial Complaint
07/12/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
My complaint is they were to give me (1) free x-ray and 2 free cleanings per year. I didn't get either one. At that time they didn't have anyone to clean teeth in the office.Business response
10/03/2022
[BBB transcription, see attachment]
To Whom It May Concern:
The customer in question was seen in our office on 5/9/22 to see Dr. McGowan for a periodic exam and x-rays. As the patient stated, her insurance covers 1 exam, 1 set of bitewing x-rays, and 1 cleaning per calendar year. Our standard of care is to take a set of bitewing x-rays and 2 periapical x-rays once per year for all patients, as this gives us the most comprehensive view of the mouth without taking a full set of x-rays. As such, while the patient was here, we completed an exam, bitewing x-rays, and 2 periapical x-rays. The patient was not able to get her prophylaxis ("cleaning") that day due to short staffing, but was scheduled back for an appointment at a later date.
When the patient's insurance paid the claim, they covered the exam and bitewing x-rays at 100%, but the cost of the two periapical x-rays was applied to her $50.00 annual deductible. This is where her $31 balance is coming from. When the patient called in regarding the bill, one of our billing specialists calmly and thoroughly explained where the charges were coming from. The patient became irate that she had a balance and began to curse at our team member, who at that point, ended the call.
The other charge on the account was from an old visit. The TFDC office changed computer systems in July 2021. With the conversion, some balances were transferred incorrectly, and we have spent the last year extensively auditing accounts to ensure balances are correct before sending a statement out. Upon an account audit for this patient, we found an old balance of $81.80, which appears to be from a visit in 1990. This balance was then added back to the patient account, in accordance with our processes for handling accounting discrepancies. Due to record keeping limitations, we do not have records for exactly what this charge is from, and would be willing to write this balance off for the patient. However, the patient is financially responsible for the $31 balance from date of service May 9, 2022 according to her insurance company's explanation of benefits. I would be happy to answer any additional questions if they arise.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.