Complaints

• Initial Complaint

  09/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Back in January of 2020 I was referred to ******************************* office Broken Arrow Endontics for a root canal procedure. I called and was given an appointment and estimate of the procedure. My dental insurance did not cover all the cost, I had to take out a separate credit account for the remainder. I have an email verifying the amount I was told the insurance would not cover. I ensured when I left that my account was in good standing. No one mentioned any problems with their software of my account. Then several months ago I received a small message that was printed stating that I owed $221. All the message said was that my account was past due even though back in 2020 it was paid, and that they had a problem with software. Since they they have called repeatedly, emailed, and texted. I also receive mail showing a balance, but when I have emailed back to tell them I do not owe this, they tell me that their software messed up and they just found this problem after 3 years. After 3 years I do not feel that I owe this and they are harassing me. They threaten a collection agency. I don't want my credit messed up, but do not feel that after such a long time I owe anything. The procedure was painful and very disrupting to my life. I have asked that they stop and write it off, but they continue to hound me and threaten. They say just contact them to make arrangements for payment, but I don't want to pay anything since I paid what I was told at the time and what my insurance calculated. I do not have the insurance EOB showing that, but do have an email from them stating what my balance would be. I paid $384 plus had to take this out on a credit card so had additional fees for that along with my insurance that paid . I also paid the $85 fee for the extra anesthesia they used that they made a huge point of telling me my insurance wouldn't pay for. It is not right or fair to go back after three years to collect something that was not my fault.

  Business response

  04/01/2024

  Hello,

  Unfortunately 2020 we switched to a new software. We even called our new software and they were unsure how our patients weren't receiving their balance. We did not realize she did not receive a notice at that time. We have tried calling, texting and emailing her balance. Were even willing to do a payment plan. Since her insurance did not cover the full balance she is the responsible party for this account. We would be more than happy to still work with her. Please let me know if you have any questions. 

  Thank you

  Broken Arrow Endodontics

  ************

   

  Customer response

  04/01/2024

  I am rejecting this response because:   

  It took the company three years to discover that the "new software" wasn't sending out balances.   They should be more on top of their business.   I understand that the insurance didn't pay everything, but when they were going through their accounts each year and over the time they had enough time to discover this.  Their first attempt to collect came in the form of a printed strip of paper.  Not even an actual invoice.  All it said was my account was past due because their software failed to work.  Maybe they need to collect from the software company.  *********** and software failure is not a part of my problem.  I asked many times during phone calls and in the office at the procedure and folllowup.  I took out a medical loan to make the payments.  If I had known what this charge was going to be I would have taken out more.  At this time, I do not feel that I owe them anything and I feel they are only trying to get money  they should have been watching in the first place.  I would not recommend them in the future.    I will try to find more documentation on this and submit.    I had paperwork showing what I originally was told I would owe, but due to the time frame this has become difficult to find.     

   

  Whatever the decision of the BBB bureau is,  I can say this business is not a top notch business.  It is my opinion that they are only trying to get money from past customers using an excuse that their software failed.   In working inthe medical industry, I know that most offices will write off a balance after a period especially when the fault is not that of the consumer, but of the software company or their own negligence.  This appears to be both negligence on their part for not auditing the accounts well enough and on the software company.  

  Thank you,

  ***************************

  Business response

  04/03/2024

  When the Explanation of Benefits was received to the patient she would have noticed she had a balance since she was thoroughly checking. Also provided the consents she signed that she is the responsible party.

  Customer response

  04/09/2024

  I am rejecting this response because:   I have emails indicating the amount I was asked to pay.  The information they sent later reflects that they sent invoices but I never received anything until a few months ago and that was not an official invoice or statement.    The *** from the insurance is not a bill on their part.  Many providers  submit claims, but have an agreement with the insurance and write off the other portion.  It was my understanding that all I owed was the $348 and the amount for the anethesia or gas that was used.  If they want to deny their poor business habits that is on them.  But I will not be using them or recommending them in the future.  

   

   

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