Customer ReviewsforSmiles by Design, P.A.

Terrible costumer service. I called about a bill I received that did not have any information on date of service, description of bill and/or why I was receiving a bill for this amount. When I asked about the bill, "Mandy" then asked me if I received information from my insurance company and if I was "keeping up with this information" that I would know what it is for. I then said that I need to know what I am being billed for before I pay. She was very rude and annoyed that I was questioning this bill. This is not the first time I have had a questions about a bill received. I am very unhappy with their services, billing and overall customer service. I am taking my family else where. I do not recommend their business going further.

This is in response to the review submitted by Rachel D. We have reviewed what she stated, and would like to clarify and expound on some points. First of all, this is all over a $33 balance on the family account. That's it. The review is obviously one-sided, and doesn't acknowledge what all our small, locally-owned business, has done to advocate with her insurance on her behalf. We have reached out to this patient numerous times, in regards to issues with her insurance plan, which, like every other insurance plan, has its own fine-print clauses/stipulations. We have been very patient in waiting for the insurance to process the claims and receive the payments for services rendered. As a courtesy to our patients, we call to verify insurance coverage. Prior to COVID-19, we were given more specific details in regards to patients' coverage. After the subsequent insurance changes, re privacy update issues, many insurance companies will not personally speak to us, the provider. The patient will receive more information, if they call and speak with their own insurance. This was the situation with this patient. We go over and beyond to work with our patients on their insurance and any issues that arise. However, there are some issues that we simply cannot address, as the insurance will not speak to us; that is where the patient will have to call and speak directly with the insurance company. This was told to the patient, and she replied, "you should know my insurance." We tried to explain, several times, that this is one instance where the insurance will not speak with the provider. From the minute a patient walks through the doors of our office, they are greeted with kindness and personal interaction. We always ask if there are any changes to both their contact information or their insurance. We electronically file dental insurance claims on their behalf, and check on outstanding insurance claims when they have not been paid. If there's an issue, we follow up with the patient with any insurance problems. We do not collect for any "preventative" services the day of the appointment. We keep very detailed notes on each account, re what was charged, what has been collected per line item, what the patient has paid and what we are anticipating receiving from their insurance. Our software generates the bills - not a particular person in the office. The software is not designed to print line items owed; it only prints and submits the total owed. We explained that to Rachel D, but that was not a satisfactory answer to her. If someone asks for a detailed invoice, we will take the time to go through their account, and line item out what has been paid on, and what is still owed for. That does, sometimes, require time to get to, as we are a small business, and our office manager has to find time in the schedule to do the account audit. With this being said, ultimately it's the patient's responsibility to know and understand their own insurance plan. Each insurance copies the patient on their Explanation Of Benefits (EOB) on what was paid and what is still their responsibility/ patient portion. We feel we have gone over and beyond getting claims paid for this patient and her family. We have asked for her assistance in contacting her own insurance company for some line items, for which, she did not make the call, which would have helped in getting the zero balance due. We do our absolute best effort in customer service and try to satisfy everyone. We do, however, need the help of patients on occasion when the insurance company will not give us the information needed, since we are the provider and not the patient.