ComplaintsforSummit Dental

• Initial Complaint

  09/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Summit Dental is under the impression that they do not have to initiate communication with their patients, in order to obtain informed consent or to allow the patient to make an informed decision regarding healthcare costs. I had one routine cleaning on 3/20/2024, covered by my insurance at 100%. I attended my appointment expecting 100% coverage, and I was given no reason to suspect anything less. I "trusted" Summit Dental to communicate the need for an x-ray with higher frequency limitations. They have stated over and over Patient Responsibility and they will inform the patient "if the patient asks". As the office staff has far greater knowledge of dental equipment as well as more than a passing familiarity with which tools may have limitations, to withhold that information from the patient is unethical. A patient having a routine cleaning would not expect to arrive armed with a full copy of their policy, nor would they arrive with the same level of knowledge regarding procedures and equipment used in Summit's facility. I have read through my policy and it does not tell me which x-ray Summit or any dentist is going to use, it is up to the dental office to communicate. Failure on the part of Summit Dental to communicate to a patient expecting 100% coverage violates the ADA code of ethics regarding Truth, Communication, Transparency and Patient Autonomy. Their billing methods appear to be intentionally confusing by combining not only multiple visits for one patient, but multiple visits for multiple patients on one statement. I asked for an itemized bill per visit and was told they could provide one but it would still list information for all open balances. Summit did discount one charge from $160 to $77 but there was also a charge for $34 that I was unaware of as they never sent a bill for $34. It was lumped in with other charges. I opted to pay a total of $111, to prevent a collections notice but I am now requesting a refund for violating my patient rights.

  Business response

  10/04/2024

  Dear Better Business Bureau,
  We appreciate the opportunity to respond to the concerns raised by our patient regarding her recent experience at Summit Dental. We have been serving our community for over 15 years and remain deeply committed to maintaining the highest standards of patient care, transparency, and customer service. We take all patient feedback seriously and strive to improve wherever possible.
  Addressing the Patient's Concerns:
  The patient was seen for a routine cleaning and x-ray, procedures which, under most insurance plans, are covered at 100%. In this case, however, her insurance plan had limitations on the frequency of x-rays that we were not immediately aware of during her visit. While it is uncommon, we do occasionally see situations where a patient’s insurance does not cover these procedures due to specific plan limitations and receiving these benefits at another office that sets up this frequency. Most of our patients, when informed, are understanding of the situation and agree to the minimal out-of-pocket expenses, which in this case, amounted to a small charge for the x-ray.
  Upon recent discussion with the patient, we offered a refund for the x-ray charge as a gesture of goodwill, despite it being a service provided during her visit. We value the patient’s satisfaction and believe this solution aligned with her expectations.
  Billing Concerns:
  The patient also raised concerns regarding the readability of our billing statements. We acknowledge that the format of the statements generated by our practice management software can sometimes be difficult to interpret, as it consolidates multiple visits into a single ledger. While this is a limitation of our software, we take the time to explain the charges to any patient who seeks clarification. Our billing system is accurate, but we understand that it may not be as user-friendly as we would like and have provided feedback to the software provider in the hopes of improving this.
  The specific charge of $34 that the patient referenced was for a follow-up exam related to previous treatment. Although this charge was correctly applied based on her visit, we have a in office standard that if it relates to a recent procedure follow up we chose not to charge, we refunded this amount as well to ensure her satisfaction.
  Insurance Communication:
  We empathize with the patient’s frustration regarding insurance coverage and communication. Unfortunately, dental practices, including ours, often face challenges in obtaining accurate and timely information from insurance companies. We work diligently to clarify coverage details on behalf of our patients, but the information provided by insurance companies can be inconsistent or incomplete. This is an industry-wide issue that we, along with many of our patients, find frustrating. We share the patient's desire for a more transparent and streamlined process and will continue to advocate for improvements in this area.
  Conclusion:
  At Summit Dental, we pride ourselves on ethical practices and transparent communication. While there were misunderstandings in this instance, we have taken steps to address the patient's concerns and offer resolutions where appropriate. We have refunded the disputed charges and clarified the situation with the patient directly. Our goal remains to provide the highest level of care and service to every patient, and we are committed to continually improving our processes.
  Thank you for bringing this matter to our attention. We look forward to resolving this issue amicably and ensuring that Summit Dental continues to be a trusted provider in our community for many years to come.
  Sincerely,
  Dr Scott N***
  Summit Dental
  

  Customer response

  10/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  10/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I brought my son to the orthodontist, I paid them over $2,000, and I gave them two insurance companies and They said I would not have anything further to pay. I kept checking on it and they said that yes all the insurance are paying everything is fine and then 6 months before my son is supposed to be done, they asked for more money they said that the insurance was not paying and now they've put over $4,000 on my credit which doesn't make any sense to my balance. Like how much is this bill if I paid $2,000 my insurance paid over $1,500 and I still owe 4 grand.

  Business response

  10/24/2023

  We appreciate the opportunity to respond to this concern.  We were able to successfully receive payment from two of the insurances presented.  The amount was lower than we originally estimated due to cancellations and changes on the policies prior to treatment being completed.  We attempted to collect from several other insurances presented by the patient, however there was no benefit to be obtained for the services provided due to limitations and clauses within the plans purchased.  The balance that was sent to collections is for multiple dates of services both dental and orthodontic in nature and for multiple family members.  Collection fees were added as well per our signed financial agreement for defaulting on balances owed. Per our call logs we have had multiple conversations regarding the balance and amount owing starting in November of 2021 and continuing through March 2023.  We proceeded with collections when were told the balance owing would not be paid and our attempted contacts went unanswered for multiple months. 

  While we can never guarantee an insurance benefit, we are great at collecting the benefit purchased by our patients through their insurance plans.  The total cost of treatment doesn't change but the patient portion owing can depending upon what insurance does or does not pay.  When information is received from insurance as to a complication or different amount paid, we send statements and have conversations to resolve the balance.  

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