Riverlakes Dental Group

Went in for a $35.00 cleaning. But 45 minutes later I somehow owed $260.00. I have to find a anew dentist while I still have ten cents left in my pocket.

Initial Business Response /* (1000, 8, 2016/01/05) */
This letter is in response to your correspondence received December 28, regarding Mr***
Customer service is important to River Lakes Dental Group and Orthodontics and we strive to ensure our patients are happy with all aspects
of treatment As a principal part of our commitment to customer service we make every effort to accurately estimate patient responsibility for each patient However, the quote regarding Mr***'s financial responsibility was based on his statement that the crowns in question were over five (5) years old
As referenced by Mr***'s Financial Arrangement dated September 4, 2015, he elected and consented to crowns for tooth numbers and which were completed the same day and a claim was submitted to his insurance carrier Unfortunately we were then notified by the Plan that due to these teeth being treated less than five (5) years ago, the claim for these services was denied As such, we believe Mr*** is responsible for amounts not covered by the Plan As stated on the Financial Arrangement Mr*** signed; "I agree to be fully responsible if my Insurance Plan does not pay estimates for any reason and understand that this may increase my out-of-pocket expense."
In short, along with the fact that Mr*** informed us that he believed his crowns to be older than (5) years, we believe he is responsible for the balance on his account However, it is important to note that as Mr*** has filed a formal grievance with his insurance carrier we are awaiting their final resolution to this matter Once we receive the Plan's determination we will be better able to determine the next step At this time we ask that the Better Business Buerau
close this file as we cannot move forward until Mr***'s insurance carrier resolves this issue
Respectfully,
River Lakes Dental Group and Orthodontics
Initial Consumer Rebuttal /* (3000, 10, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated, I do remember being asked about the ages of the crowns in question and that I stated that I really didn't knowAgain, I contend that the onus is between the dental office and the insurance offices rather than with any patientRegardless of the response given, any dental office exercising due diligence for serving the patient, should have simply verified the answers to any pertinent questions with the insurance carriers Since that was not apparently done, in effect, I was presented with an erroneous out-of-pocket expense figures upon which I made my decision to proceed with treatmentFor River Lakes to abdicate its clerical responsibility and then make the patient liable for its own mistake is simply wrong and bad business
Final Consumer Response /* (2000, 13, 2016/02/04) */
Riverlakes Dental and I have settled our billing dispute satisfactorily The business relationship has been restored such that during the dispute (regardless of the final resolution) I was actively considering taking my business elsewhere for future dental services, but I now have decided to do my part as a patient/consumer to maintain this business relationship Thank you for your assistance *** *** ***

Initial Business Response /* (1000, 8, 2016/01/05) */
This letter is in response to your correspondence received December 28, 2015 regarding Mr. [redacted].
Customer service is important to River Lakes Dental Group and Orthodontics and we strive to ensure our patients are happy with all aspects...

of treatment. As a principal part of our commitment to customer service we make every effort to accurately estimate patient responsibility for each patient. However, the quote regarding Mr. [redacted]'s financial responsibility was based on his statement that the crowns in question were over five (5) years old.
As referenced by Mr. [redacted]'s Financial Arrangement dated September 4, 2015, he elected and consented to crowns for tooth numbers 20 and 31 which were completed the same day and a claim was submitted to his insurance carrier. Unfortunately we were then notified by the Plan that due to these teeth being treated less than five (5) years ago, the claim for these services was denied. As such, we believe Mr. [redacted] is responsible for amounts not covered by the Plan. As stated on the Financial Arrangement Mr. [redacted] signed; "I agree to be fully responsible if my Insurance Plan does not pay estimates for any reason and understand that this may increase my out-of-pocket expense."
In short, along with the fact that Mr. [redacted] informed us that he believed his crowns to be older than (5) years, we believe he is responsible for the balance on his account. However, it is important to note that as Mr. [redacted] has filed a formal grievance with his insurance carrier we are awaiting their final resolution to this matter. Once we receive the Plan's determination we will be better able to determine the next step. At this time we ask that the Better Business Buerau
close this file as we cannot move forward until Mr. [redacted]'s insurance carrier resolves this issue.
Respectfully,
River Lakes Dental Group and Orthodontics
Initial Consumer Rebuttal /* (3000, 10, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated, I do remember being asked about the ages of the crowns in question and that I stated that I really didn't know. Again, I contend that the onus is between the dental office and the insurance offices rather than with any patient. Regardless of the response given, any dental office exercising due diligence for serving the patient, should have simply verified the answers to any pertinent questions with the insurance carriers. Since that was not apparently done, in effect, I was presented with an erroneous out-of-pocket expense figures upon which I made my decision to proceed with treatment. For River Lakes to abdicate its clerical responsibility and then make the patient liable for its own mistake is simply wrong and bad business.
Final Consumer Response /* (2000, 13, 2016/02/04) */
Riverlakes Dental and I have settled our billing dispute satisfactorily. The business relationship has been restored such that during the dispute (regardless of the final resolution) I was actively considering taking my business elsewhere for future dental services, but I now have decided to do my part as a patient/consumer to maintain this business relationship. Thank you for your assistance [redacted].