ComplaintsforEpic Family Dentistry PLLC

• Initial Complaint

  08/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was abandoned by the dentist (Dr. Maryam *******, DDS) as she had left the office. The dental assistant tried to complete the task of preparing and installing temporary implants to my two front teeth although had extreme difficulty doing so. Likhita, the "office manager" attempted to complete the task although she admitted to not being a licensed professional in the United States. The temporary implants fell out within a few days. I drove to another office to meet Dr. Maryam ******* to reinstall the temporary implants. Again, within a few days, the implants fell out. I eventually purchased some dental glue and applied the glue to secure the implants myself with success. I found a different dental office to take care of my needs due to the issues described above. After nearly a year, I received a bill for $2382.40 to which I complained bitterly to the office manager, who was different then the professed manager that I met previously. The new manager did not understand the situation at all and was not helpful. I was not going to pay for substandard dental practices with unlicensed professionals dealing with my care. I also was not going to pay for a professional that abandoned me during the process of my care. I eventually requested copies (X2) of my medical / dental records by return receipt mail but was denied copies of my medical / records.\ My credit has been damaged as my balance was turned over to a collection agency that reported the issue to the credit bureaus. I expect a correction to the credit bureaus as well as a refund for amounts paid to date.

  

  Business response

  01/27/2023

  Business Response /* (1000, 7, 2022/09/10) */ Patient ***** ***** presented on 09/19/2020 for initial exam, xrays, and treatment. Verbally informed us that she was on Mr.***** dental insurance which was false information. Claims were submitted to dental insurance which were denied due to policy not being active for Mrs. ***** at time of services being rendered. They were later contacted to go over denial and account balance. Mrs. ***** then stated she would contact insurance which was told she was not added to the policy but could be active later that month. Needless to say Mr. ***** contacted our office manager at the time verbally requesting for us to change the dates and bill insurance for the active coverage dates. They were informed that we could not commit insurance fraud and they would need to come out of pocket, but as a courtesy we would honor delta dental insurance fee's which would be the fee's she agreed too since the beginning. They were very upset that we were unable to send false information to insurance, therefor any time contacted our calls were ignored. In 2021 the new office manager sent out statements. Mrs. ***** then reached out to the office manager stating that she is not paying that and does not owe a balance. She had also not made a payment for any services that were rendered. On 08/22/2021 Mrs. ***** sent a letter to the owner Dr.Afshin ******** DDS instructing us to file the claims again knowingly that would insurance fraud. She then on 10/02/2021 sent a certified letter to Dr. ******** with the same instructions. The office manager then reached out to her once again because Dr. ******** wanted it be very clear to patient that we will not commit insurance fraud for anyone's convenience and that she will need to pay. She then stated she is not asking for us to do that, office manager informed her that is exactly what she is requesting for us to do in these letters and that she will need to pay in full. In the beginning of June 2022 she was then sent to collections after several attempts to collect. Now this was escalated by Mrs. ***** to the BBB. I will attach all information we have if there is any other questions or concerns please feel free to contact our office. Thank you, Marissa, ********** office manager. Consumer Response /* (3000, 10, 2022/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The new and current office manager misstated several items of concern as well as did not address any of the crucial clinical items that occurred, which forms the basis of this ongoing complaint. Furthermore, the initial office manager suggested the idea of trying to file the claims on another date and immediately, I was concerned for the substandard grade of business that I was dealing with. My husband did make a payment, as we had to make a visit to the office to determine what was transpiring as our calls were ignored. Of major concern: I have requested my medical records twice, without response. This is my right as a patient to receive copies of my medical records. Why have they not been sent to me? Also or concern is that the office manager lied in several ways and misrepresented herself and the Dentists' (yes pleural) office. The medical billing was filed incorrectly when it was finally submitted, amongst other items. Lakita (the office manager) actually presented herself as a dentist from a foreign country that was prior a dental assistant so she was allowed to put her hands in my mouth as an unlicensed person when the licensed person was struggling as the dentist working that day left and abandoned me. My husband was shocked that this could occur. It was like watching a horror movie. I could not just get up and leave as my mouth was compromised. The work that was done failed and I was told to go to another office to meet the dentist and that also failed. I finally had to get some glue to tack my teeth in. I am trying to resolve this peacefully, giving the business ample opportunity of removing my account from collections and returning any funds from my account with a zero balance. I have already consulted with an attorney and the State of Texas Dental board. I am happy to proceed with that but wanted to give the owning dentist ample opportunity to protect his and his associates dental license as well as reputation. You, the business, the new and current manager, and the dentists should really think this through. I hope you proceed properly, in your patient's and your profession's best interest. Business Response /* (4000, 14, 2022/09/30) */ We have reached out to the Patient about this matter and she stated she was going to reach out to the BBB to remove this complaint due to a problem that will just be going back and forth. To avoid this continuance with this patient we are going to remove all issues as long as she removes the BBB first and we receive this letter in written notice from her and the BBB of completion and removal. Consumer Response /* (3000, 27, 2022/11/03) */ See attached. Business Response /* (4000, 29, 2022/11/04) */ The letter sent to our office makes no sense because of course we know about the charges being sent to collection agency. we placed them on them due to a payment never being made to the account and us not doing free work. The agreement with us and the patient was as stated before we would remove it if they removed the BBB complaint first and it still stands, until complete removal.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩