ComplaintsforMountain State Oral & Maxiofacial Surgeons

• Initial Complaint

  07/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My son had to have oral surgery. A price was quoted and payment up front was demanded and paid. A few weeks later, a bill for an additional $715.00 was recieved in the mail. If you quote me a price and demand payment up front, it's not even ethical to come back and demand more later.

  Business response

  07/28/2023

  The patient was referred to our company for the removal of 4 wisdom teeth.  Wisdom teeth can be classified by 4 different degrees based on the position of the tooth under the bone.  The doctor will not know the degree of impaction until the surgery is performed and the price can change based on how the teeth have to be removed. This patient was private pay, and all 4 wisdom teeth were completely covered by bone, and this changed the price of the surgery which is why a balance was left after surgery.  We are very sorry that there was confusion for the patient and guardian, but I have attached the surgery estimate that the guardian signed which includes the full total cost of the surgery and the signed financial policy which states the patient and guardian are aware they are responsible for any remaining balance on the account. Hopefully this will clear up any confusion regarding the account balance. 

   

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They did surgery on me without putting me to sleep without my permission and did not give me medicine to adequately manage my pain and I had to go to the ER. I then had to go back and they again operated on me without medicine or numbing for pain. They treated me very bad and treating me like a drug addict.

  Business response

  05/22/2023

  We are responding to the complaint filed by our patient ****** *****. 

  The patient was seen by Dr ****** ********* on 5/4/2023 for surgical debridement of a tooth extraction site. This procedure was done under a local anesthetic. The patient signed all surgical consent forms and the patient was aware and acknowledged that this procedure was not going to be performed under general anesthesia. I have attached the consent forms to this response. 

  Also, with this type of procedure it is not protocol to give any pain medication post operatively other than over the counter pain medication. There is no documentation that the patient ever called back after the procedure to request any pain medication or complain about any post operative problems. 

  Hopefully this clears up any confusion for the patient. 

  ****** ******

  Mt State Oral & Facial Surgery 

   

• Initial Complaint

  02/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My issue is with Mountain State Oral unfair and unethical billing practices. Please see the attached typed document regarding my issue with MSO, which details my experience and notes dates that I called and tried to get a resolution. As of January 30, 2022, I was notified by my bank that their was a negative report on my Credit from Mountain State Oral. Also, as you will see, the total charges on the bill to my dental insurance was less than the charged me in the outlined bill dated 2/5/2021. The also charged me more that the total amount due according to adjusted charges and contractual agreement stated on form from my dental insurance, please see attached forms.

  Business response

  02/15/2022

  I have attached Mt State Oral & Facial Surgery's response to the complaint filed by ********* ****. I have also attached a copy of the office notes for all correspondence to the patient's insurance company that explains our attempts to get the medical plan to process the claim. 

  Please let us know if you need anything further from our office. 

  Customer response

  02/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complai

  nt I* ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I do not accept resolution from Mountain State Oral Billing they do not give an explanation as to why I was charged more than my dental insurance stated I/ owed due to a contractual agreement.  Nor do they explain why I was charged $264 almost 5 months after the procedure.  The response from Mt. State Oral offered no resolution.  They also stated I did not call and ask about this charge and that is incorrect.  I did ask why I was being billed for more money after I already paid in full and I was merely told I had to pay it.  Even it the response letter from the complaint, they clearly state I was told I would have to pay $10,685, and that is what I paid in full.  No explanation as to where the new charge of $264 came from.

  Again, I am asking that the $264.00 charge be removed from my credit score and that I be refunded the difference between what they charged me and what my dental insurance stated I owed, which is a total of $1277.80.  If this is not resolved, I will also be filing a complaint with the Attorney General's Office.

   

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ********* ****

• Initial Complaint

  10/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When contacted, Mountain State Oral Surgery states that they accept all insurances. This implies that they are within the provider network for said insurance, however, they have chosen to falsely represent their association with the insurance company and instead they bill "accepted insurances" as out of network to avoid paying contracting fees and administrative costs. This is an unacceptable business practice. When contacted, they were rude and demeaning regarding this subject. As a result of this, I am obligated to pay them the full out of network fee for my visit. They also failed to provide the required post visit referral to my physician.

  Business response

  11/01/2021

  I am writing in response to the complaint filed by patient ********* ******n for date of service 6/15/2021.

  *** ******* states that our practice notified him that we accept all insurance plans but that his claim paid out of network.

  When scheduling an appointment, it is our protocol to notify a patient that we will bill all plans but we are only in network with select insurance plans.

  If a patient is scheduled for a consultation we cannot know if we are in network with a patient's insurance plan until the patient is seen and the plan is called by our office to verify benefits.

  All patients are notified that we bill insurance plans as a courtesy and when benefits are given by a plan, they specify that the benefits are not guaranteed.

  Ultimately is also up to the patient to be aware of their own insurance policy and benefits. At no time does our practice try to hide the fact that we are not in network with a patient's insurance plan.

  Hopefully this will clear any confusion with the patient regarding our In Network Status.

  Thank you,
  
  Mountain State Oral & Maxillofacial Surgeons

  Business response

  11/10/2021

  Hello ** ********  we are very sorry over the confusion regarding your consultation.  As a practice we are in network with several Insurance Plans and PPO Networks. When scheduling a consultation, we cannot verify in network status until we receive your insurance information at the time of your visit.   Contacting the insurance company when we receive your insurance information is the only way we can accurately confirm if our practice is In Network or Out of Network with your plan.   Our policy is to make sure that we obtain the most accurate benefits for our patients.  We also have every patient sign financial forms at the time of the consultation accepting financial responsibility for their account since we are not guaranteed payment from your insurance company. Hopefully this clears up any confusion. 

   

  Customer response

  11/10/2021

  Response

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