ComplaintsforWest Texas Endodontics

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been overcharged $510 by West Texas Endodontics. We paid $165 at Consult. and $865 the day of the appointment. (A total of $1,030) The employee there stated that they weren't sure how much our insurance covered, but if we owed more, they would call us. The appt was for my Domestic Partner, ************************I received an Explanation of Benefits from our insurance showing that the total charge for the work was $1,668, and that our insurance paid $1,148 in Oct, and our balance should have been $510.I assumed that this office had some sort of month-end accounting process and that they would simply send us a check for the overage. This was not and as of 12/27/22, still is not the case.I started calling them on Dec. 9th to follow up on the refund.I was told the insurance coordinator is not in the office on Fridays and asked that I call the following Monday, which I did. I called and spoke with the insurance coordinator and she said something to the effect that she needed to research this and would call me back. I followed up the next day, and the insurance coordinator stated that they did, in fact owe a refund and asked if it would be OK to credit the amount back to the credit card that was used on 9/16. I stated that would be fine. After a few days of not seeing the credit on the card, I called again, unfortunately, it was another Friday, 12/16/22, and was told I needed to call back the following Monday, which I did.The insurance coordinator then states that the credit card machine that was used back in September is a different one, and they could not complete the refund. She stated that they would need to send a check in the mail and asked me to confirm my mailing address.I waited a week, and still no check, so I call back on 12/27/22 to find out the status of the refund. They stated that the refund has been requested, but checks take "a couple of weeks" to go out. I'm at my **** end and don't understand the hesitation to send me this overpayment.

  Business response

  02/15/2023

  We have contacted the patient and he has already received payment from our office. 

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