Capital Dental Group

Initial Business Response / [redacted] (1000, 5, 2016/02/16) */ Contact Name and Title: [redacted] HR Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @capitaldentalgroup.com Our company deeply regrets the misunderstanding related to this complaintThis patient was correct that his wife did not owe any monies to our company and her cleaning had been paid in full by her insurance companyWe understand that he did attempt to speak with one of our newest staff members after he received the incorrect bill and the situation was not explained to him in a satisfactory mannerAs soon as this issue was reviewed by our management we could clearly see what error had occurred and get it corrected right awayThis was entirely our mistakeThe account does not have a balance at this time and no money is owed by the patient for the services rendered to date by our office The patient also complained that doctor had diagnosed three cleanings even though the insurance company only covers two cleanings per yearIt is true that if the patient received all three cleanings they would have to pay for the third cleaning received because it would not be covered by insuranceHowever, doctor diagnosed and recommended three cleanings because that is what he believes this patient needs in order to obtain optimal oral healthJust because a specific patient has a need for more prophylaxis cleanings does not mean that an insurance company will cover itThe insurance company only covers two cleanings, which is satisfactory for most patients, but not for all patientsThat being said this patient absolutely had a right to decline the third cleaning and instead opt to only have two due to that being what insurance covers, which is what happened in this caseOur office deeply regrets that we did not communicate well enough with the patient to make this understood We are very sorry for any miscommunication or misunderstandingWe hope that if the patient has any further concerns he will contact us right away and ask to speak with an office managerWe will be happy to answer any additional questions or review his account upon his request Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Customer accepted the business's responsedBilling was adjusted accordantly

Initial Business Response /* (1000, 5, 2016/02/16) */
Contact Name and Title: [redacted] HR Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@capitaldentalgroup.com
Our company deeply regrets the misunderstanding related to this complaint. This patient was correct that his...

wife did not owe any monies to our company and her cleaning had been paid in full by her insurance company. We understand that he did attempt to speak with one of our newest staff members after he received the incorrect bill and the situation was not explained to him in a satisfactory manner. As soon as this issue was reviewed by our management we could clearly see what error had occurred and get it corrected right away. This was entirely our mistake. The account does not have a balance at this time and no money is owed by the patient for the services rendered to date by our office.
The patient also complained that doctor had diagnosed three cleanings even though the insurance company only covers two cleanings per year. It is true that if the patient received all three cleanings they would have to pay for the third cleaning received because it would not be covered by insurance. However, doctor diagnosed and recommended three cleanings because that is what he believes this patient needs in order to obtain optimal oral health. Just because a specific patient has a need for more prophylaxis cleanings does not mean that an insurance company will cover it. The insurance company only covers two cleanings, which is satisfactory for most patients, but not for all patients. That being said this patient absolutely had a right to decline the third cleaning and instead opt to only have two due to that being what insurance covers, which is what happened in this case. Our office deeply regrets that we did not communicate well enough with the patient to make this understood.
We are very sorry for any miscommunication or misunderstanding. We hope that if the patient has any further concerns he will contact us right away and ask to speak with an office manager. We will be happy to answer any additional questions or review his account upon his request.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Customer accepted the business's responsed. Billing was adjusted accordantly.