Main Street Dental

Review: I have had X-Rays done at Main Street Dental and needed these X-Rays to be transferred to my new dentist three months ago. The Office refused to released my record claiming that there was an unpaid bill under my family's account for my brother's services. Since I had these Bitewing X-Rays done, the insurance won't cover new X-Rays and I only have one month in order to complete my cavity filling and urgently need these X-Rays. The office refused to cooperate and is holding my X-Rays even though they have been paid for.

This has cost me additional time and money and seems unacceptable. By the time this is settled, I won't even be able to do the services because my insurance changes next month! I am extremely disappointed with this business and will not be recommending them to anyone.Desired Settlement: I would like them to refund the price of my X-rays because I have no now pay for them again at my new dentist because they will not release my records. These are the Bitewing X-Rays that were done during my cleaning visit on March, 2013.

Business

Response:

This letter is in response to the complaint posted for Main Street Dental.

[redacted] her father, mother, and brother had dental treatment completed at our office. N[redacted] work was completed on March 18,

2013. Her brother had work completed on April 9, 2013. All of the family is

under the father’s dental insurance which places all of the family under the

same financial account. The insurance paid for [redacted] treatment but did not pay for all of her brother [redacted]

treatment. We submitted the claim to their insurance for Showvik on April 9, May 16, May 20, May 21, June 4, July 9,

and August 14 to ensure proper insurance coverage. In that time we also mailed the statement for

the remaining balance to the family on June 6, July 9, August 14, and September

3. [redacted] finally called the office after the September 3rd statement to inquire about his balance for

the first time. He wanted to have his daughter’s x-rays transferred to another dentist because we were no longer a

preferred provider for their insurance. We explained our financial policy and that once his son’s balance was

paid we would be happy to send the x-rays. Each person in their family signed our financial agreement explaining

these policies and a copy is in their chart. He became very upset. We advised

him to check with his insurance company as to why they did not pay for his

son’s treatment because we had done everything we could. We further explained that he could pay the

remaining balance on his account and we would release his x-rays. Subsequently, if the insurance company sent

another check we would then refund his money immediately. The patient was not satisfied. We again sent the unpaid claim to their

insurance on October 9, 2013. [redacted] returned to our office on November 11 demanding his daughter’s x-rays again but

he still had not paid his balance. He said that he had received a statement from his insurance saying that they were

going to pay. We responded that we had not received any such letter and that we had not received the check. He explained his concern about his daughter seeing another dentist before she loses her insurance. We offered again if he paid the balance we

could give him the x-rays that day but he said he could not. We then said that he could pay his co-pay and

as soon as we receive the insurance payment we would email the x-rays directly

to the dentist of his choice. He paid his co-pay and we received the insurance payment November 13. We emailed the x-rays the same day and called the patient to confirm.

The patient could have inquired about his balance as early as June 6th but he waited until October

to call our office. We received no communication prior to October even though our office had sent 4 statements to

the family’s address over a period of 4 months. The patient was then upset that he had to pay the remaining balance on

his account before we would release his daughter’s x-rays. Our policy is clearly explained in the SIGNED

form that is present in his chart. The policy states that the patient is responsible for any balance that is not paid

by the individual’s insurance and that our office is not responsible for the patient’s insurance disputes. We offered

him several options to pay his balance but he refused until November 11. As soon as we received payment for his

balance we transferred the x-rays at no charge.

It is my opinion that we followed adequate business protocol. Our office was very

transparent that the account was unpaid. The account was delinquent for several months. Therefore, the x-rays were not paid for in

full and could not be released.

Sincerely,

Owner of Main Street Dental