ComplaintsforShelbourne And Associates Oral And Facial Surgery

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Stay away from Shelbourne! I needed to get dental implants. I consulted with Shelbourne & Associates in 2022. They sounded very knowledgeable & seemed very successful. They told me that I would be perfect candidate for the Nobel All- On-4 concept. This was done on 02-1-23. It was a one day procedure where they extracted all of my top teeth and inserted 6 implants. They sent me off with a Temporary Prosthesis. Initially they had told me that the final product would replace the temporary prosthesis by mid May. At the 6 week follow up they said everything looks good so that ment that next appointment would be in May for the final. In the mean time the temporary broke and they had to remake it. May came and they showed me a possible final that were very bulky. I said to them, "I didn't sign up for these. You guys showed a different option that were natural and slender looking". They promised me that they would correct the matter and get back to me. It happened that the temporary broke again and they replaced it. They gave me temporary to have with me too. I kept on waiting for them to call me and before I knew it, it was Sept. 2023. I called them & made an appointment with them on 11-1-23 for the final. I was horrified! My top teeth where so large that I couldn't close my mouth! Until my temporary's broke again and I was up North. I called Shelbourne & they were stilI scrambling to find a professional that could help my situation. I found a local dentist that specializes in this type. He told me first of all the 1 implant was placed wrongly and what they were attempting to do was all wrong. Food would get in, I couldn't speak correctly or eat. After 10 months of suffering (lost weight cause of soft mush food) I had to resort to an actual expert. I have a letter from the dentist stating all this. SHELBOURNE DOESN'T DESERVE A CENT FOR ALL THAT THEY PUT ME THROUGH! They wouldn't even honor my refund request of $13,300 for the amount I spent fixing my problem.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I needed oral surgery done and contacted Shelbourne & Associates for a consultation. They called before my appointment and advised the procedure would not be covered by my insurance, but they could still do a consult with me and provide me with an estimate. The consult charge would be $77, which I paid up front. After the consult was completed, I met with the financial advisor and was told it would be $8,000-$10,000 (I don't remember the exact amount as this was in August 2023, 4 months ago) I told them I could not afford that and left, with no mention from them of additional fees due. In December 2023 I received "an outstanding personal balance that is seriously past due". I called the billing department and was told basically that I owe the bill, or they will send me to collections. They said in my registration papers it stated I owe any amount not covered by insurance and the scan they performed as part of the consultation was not covered by insurance. I understood that I owe any amount not covered by insurance, but I thought that meant for the procedure not the consult. I absolutely would never have had the scan had I been told it was not part of the consultation and would cost over $400. When I met with the financial department, they did not mention there was any additional fees due, even when I told them I would not have the procedure done. They still billed my insurance for the consultation and the scan, which was denied because it is not a covered service. As a side note, I had an appointment with general dentist, and they wanted to perform a procedure that was not covered by my insurance, and they discussed the procedure and cost before preforming the procedure to give me the option to proceed or not. Sorry, the bill has writing on it from my conversation with the billing dept

  Business response

  01/02/2024

  Please see attached registration forms initialed and signed by the patient prior to being seen in the office.  Patient was made aware in writing and initialed and signed acknowledging that charges for diagnostic images are ultimately the patients responsibility. 

  Customer response

  01/03/2024

  I am rejecting this response because: This bill is regarding a $77 consultation. What good is a $77 consult if it also requires a $519 scan that is not included in the consultation???? 

  My consultation was in August 2023.  They billed myself and my insurance in December 2023, four months after my consultation. I was told the consultation charge would be $77, which I agreed to and paid. They knew my insurance would not cover any charges as they called me before my appointment and advised me the procedure would not be a covered expense. Not only was I not advised before my consultation, but I was not advised during or after my consult. I expected to be advised of any charges in addition to the consultation fee before any procedure.  Not only was I not advised before the scan was completed, I met with the financial advisor AFTER my consultation and still was not advised I owed any additional money.  Even though they knew my insurance would not cover any charges, they still billed my insurance company four months after my consultation.  I absolutely never would have agreed to a $519 scan.  

  I had an appointment with my general dentist, who wanted to perform a procedure that was not covered by my insurance, they advised me first, giving me the option to move forward.  

  
  Sincerely,
  
  ****** *******

  Business response

  01/04/2024

  In response, not all consultations require a CBCT Scan for diagnostic purposes.  Your particular dental complaint required a CBCT Scan in order to achieve an accurate diagnosis and treatment plan.  Your general dentist only sent a periapical x-ray to us with their referral and when viewed by our surgeon at your consult appointment was not adequate for diagnostic purposes.  A claim was filed to your insurance company on 8/23/23, 10/31/23 and 11/28/23.  They finally responded  on 12/11/23 with a denial. A statement was mailed to you after receiving the denial from your insurance company.  You were advised prior to your appointment in writing, which you initialed and signed, that there would be an additional charge for any x-rays taken for diagnostic purposes.  Your signed registration paperwork was uploaded on 8/22/23 at 8:08am, 6 hours prior to your consultation appointment.  After your appointment you signed a treatment plan that our financial coordinator had added your CBCT scan x-ray charge to, as a convenience, so that you could pay for it when you paid for your surgery.  It was not collected on the day of consult, nor was a statement sent to you until 'after' your insurance responded as to whether or not they would allow benefits for the charge. You agreed to the CBCT Scan when you acknowledged in writing (initialed and signed) on the registration paperwork prior to your appointment, and when you consented to having the scan taken in the office. 

• Initial Complaint

  03/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband took our 2 year old daughter, at the time, to Shelbourne and Associates for a consultation of her front top two teeth on October 6, 2022. He sat in the office for hours before being seen by anyone. Finally, after a while, a nurse comes out and informs him that he would need to wait longer to speak with the doctor. However, the doctor never shows up. Shelbourne and Associates took it upon themselves to run our insurance information and file a claim with our insurance provider, who did issue out a payment to this practice. They did this while my husband was sitting and waiting to be seen. He was never seen by the doctor whatsoever! Several people have complained about this practice erroneously billing people and they never should have been billed in the first place! Or this practice will say you owe nothing, then send a bill straight to collections. This company needs to be exposed as they are LIARS and thieves!

  Business response

  03/07/2023

  I just got off the phone with patients dental insurance provider.  They are aware that just yesterday after my initial response a corrected claim was sent to them requesting them to send us a refund request.  They don't have it yet, because it was just sent yesterday. Patient paid nothing out of pocket, balance is zero.  Insurance payment will be refunded, case closed.

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