Premier Dental Care

Complaint: [redacted] I am rejecting this response because: They did not issue me an immediate refund I had to come back to the office a second time to get the refund Kelly was very rude and ignorant office manager I hope that she loses her job! It's ok I went down the street to [redacted] , and they said that I only had Cavities Instead of the that your office supposedly said that I had You are obviously were trying to scam me to get unnecessary work on my teeth that I didn't need You are obviously in it for the money and to rip off your customers I will do whatever it takes to ensure that your customers know that you are in to rip them off [redacted] was a better place anyway! They didn't sound like robots Kelly is a rude person, and doesn't deserve that job Even if you would have given me the price that I was quoted I still wouldn't have came back because of the way Kelly treated me She needs to be fired

Response: Patient was seen for an emergency extraction on Thursday 10-6-As a courtesy we do file the insurance for the patientUnfortunately at the time he came in his insurance could not be verified so the patient was given the option of paying out of pocket then once insurance was filed he
would be reimbursed if the insurance company paidOn the following Monday the insurance company was contacted and the insurance was filed that dayI spoke with *** at Mr*** insurance company and she to to just state that the insurance company was to send the check to the patient since he paid out of pocket at time of serviceThe insurance was filed but mailed to the wrong addressI sent it to *** because they are the company the insurance processes throughSince *** had not sent the claim back I assumed it was being processedAfter realizing my mistake I called the patients insurance company and spoke to *** he explained that since we were out of network there would be no payment made for the claim and then asked me to fax the claim to himThe claim was faxed to *** at *** *** on 10-31-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:  They did not issue me an immediate refund.  I had to come back to the office a second time to get the refund.  Kelly was very rude and ignorant office manager.  I hope that she loses her job!  It's ok.  I went down the street to [redacted], and they said that I only had 2 Cavities.  Instead of the 4 that your office supposedly said that I had...  You are obviously were trying to scam me to get unnecessary work on my teeth that I didn't need.  You are obviously in it for the money and to rip off your customers.  I will do whatever it takes to ensure that your customers know that you are in to rip them off.  [redacted] was a better place anyway!  They didn't sound like robots.  Kelly is a rude person, and doesn't deserve that job.  Even if you would have given me the price that I was quoted.  I still wouldn't have came back because of the way Kelly treated me.  She needs to be fired.

I am regretful that this incident has escalated to this level.  I would like to address [redacted] concerns in the order that they were listed in his complaint.
 
Bait and switch:  It is our practice to inform each patient of the work that he or she needs to have completed, as a “big...

picture.”  In [redacted] case, he had four cavities in need of restoration. When each patient is transferred from an exam room to a consultation room, the work is broken up into priority, based on urgency.  In this case, it was separated into two visits with two restorations to be placed at each visit.  I was not in the room with Barbara and [redacted] to know the nature of the questions that were asked or how they were answered.  I do know that [redacted] was given a printout showing the two restorations that were to be completed at his next appointment and the cost associated with that treatment.
Another $40+ added onto the balance:  When [redacted] arrived, there had been a change in our schedule that enabled us to be able to complete all of the work he needed done if he would like.  The completion of the other two restorations would have resulted in the difference in question.
Office manager was cold and rude: I was not present during this exchange, however I have spoken with the office manager about the incident.  Upon [redacted] exit from the office, the office manager went into the reception area and apologized to the other patients who were observing the discussion.  The other patients both stated that no apology was needed as [redacted] was clearly out of line.  In fact, when [redacted] entered a second time after leaving to go to another office, one of those patients asked if he should stay in case [redacted] became violent.
Could not talk to Dr. B[redacted] was not the only patient we had that day, and I was treating other patients at the time, therefore was not available to discuss the issue immediately.  I did respond via email as soon as I was available and read the information [redacted] had sent.  Unfortunately, he told me in the last of his three emails that he would no longer be a patient with us.
Immediate Refund: As a policy in our office, we run all of our refunds through our bookkeeper so that we can maintain a paper trail for every transaction we make.  When [redacted] returned demanding a full refund right then, we had enough in our petty cash to give him his money back, so that exception was made in an attempt to appease his frustration.
Finish the job: [redacted] informed us that he was seeking treatment in another office and had that office call and request that his records be sent to them.  We have refunded any money that we were indebted to him.  He has repeatedly stated that we have lost his business.  We have accepted that fate and have cordially forwarded his information to the dentist of his choice to complete the work.
 
I have had a good working relationship with [redacted] and have even seen him without charge on a day our office was not open.  As I stated in the personal correspondence I had with him, it is never desirable to lose a patient, especially when it is because he or she has had a bad experience.  However, after speaking with my staff and hearing the response of other patients who were present that day, I would be happy to send the disputed amount of $43 to the dentist of [redacted] choice to be applied to his account toward completion of the work in question.

To whom it may concern;   We are responding to the letter of complaint from [redacted]. [redacted] has been coming to our office since May 2016. We had issues with the patient mainly due to noncompliance toward our office policy and treatment recommendation. Actually the incident happened...

on October 3, 2017. Dentist was notified that [redacted] was present as a walk in. Patient was told that she will have to seek help from specialist to stop the pain. Proper referral were given numerous times since May of last year. Then, Ms. [redacted] started to raise her voice and became extremely disrespectful toward the dentist and the staff.  Ms. [redacted] was walking out the lobby swearing and yelling. There was a patient sitting in the waiting room watching the whole commotion which made her quite nervous. The receptionist had to make conversation with her to calm her down. Ms. [redacted] must have assumed that the receptionist were disclosing her information to the patient in the waiting room.  There was no HIPPA privacy violation whatsoever.   Yes, our office take walk-ins. However, patients are expected to take responsibility to follow through recommended treatments as well as complying to office policy of keeping appointments.   Sincerely,   Premier Dental Care [redacted] Evanston, IL 60201 [redacted]
[redacted]
[redacted]@yahoo.com