Signature Smiles

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The information that Signature Smiles continues to send is false and inaccurate. They have NOT attempted to resolve the matter. I originally was told by [redacted] that if I chose to go elsewhere for treatment i.e.: crown etc, they would make the "contract" null and void as they would not "share patients." I was only offered a $50.00 refund for my husband's treatment since he had never been seen.However I still had a cleaning left and so did my father. I have asked for a refund on several occasions $100 for my husband's and my plan and $75.00 (or $50 since she claims I owe her $25.00) for my father's plan, but they have refused to send one. Instead they have taken time to continue to dispute and make me a very unhappy patient/customer. I will not be happy and this situation will not be resolved until they offer the refund I have requested for services that were never rendered and for them choosing to discontinue services for us getting a second opinion from another doctor and having another doctor complete treatment for my father's crowns. I do not know if Jeri Klien is intentionally lying or if she truly forgot that she said we could no longer be seen for cleanings because they would not and I quote, "share patient". but the fact is that they have made us extremely uncomfortable and we are not able to trust this office or the staff due to this communication error. I would like a refund. I initially did have the numbers confused, but have since read what I paid and understand and still stand fully that I am due a refund for the two cleanings we were charged for, but were never rendered. It's simple, refund me the money that we are owed due to services never being rendered and I will let the issue go. Instead, Mrs. [redacted] wants to continue to argue the small refund. Extremely poor business management. She rather have a very unhappy patient who shares her experience with others than to refund the money which is owed and be on our ways. I have asked Signature Smiles to not contact me any further UNLESS it was to reach a resolution and they would issue a refund. Otherwise, it is a waste of my time and theirs. 
Regards,[redacted]

We HAVE offered a resolution for this patient and her father as [redacted] stands by his commitment to providing quality dentistry to ALL of his patients; however, Mrs. [redacted] has refused and in addition, requested that we no longer contact her.  
Since this patient...

disputed the charges with [redacted] and [redacted], there has been several communications with her and them.  Both [redacted] and [redacted] favored [redacted] and verified the charges.  Each email she has sent to us, them and your business reflects altered amounts and figures. We feel it is obvious this patient has misinterpreted (whether intentionally or not) the agreement with our office even after thorough explanations and additional copies of her signed contracts have been provided as well as transaction lists showing charges, payments, and adjustments.
Our Signature Insurance Alternative Dental Plan (SIA) as well as all dental plans is a contract. This patient DID purchase and sign a plan for herself ($150.00) and her husband ($50.00/add one dependent) on 08/06/14.  The patient received a comprehensive oral evaluation, X-rays, cosmetic consultation, cancer screening, and an adult cleaning on that same day for her $25 copay (totaling $225.00)
.
On 08/13/14 the patient advised us she would be seeking/shopping her dentistry elsewhere (stating the fees were less expensive) but wanted time to decide for sure for personal reasons.  On 09/04/14 the patient contacted our office and requested a refund of $50.00 for her husband’s membership fee.  He had not been seen in our office and was not an established patient; therefore, we obliged and issued the refund check of $50.00 which was promptly cash.  That being said, his SIA membership was null and void.  In the end, the patient paid a total of $175.00 and is eligible for her six month cleaning for the $25.00 copay and has been clearly informed of this.
 
The patient, as her father’s representative and personally and financially responsible for his account (as indicated on his patient forms) signed and purchased SIA on his behalf for $150.00 on 08/11/14.  He received a full set of x-rays, a comprehensive evaluation, periodontal charting, cosmetic consultation, and a full mouth debridement for the $25.00 copay.  The total of $175.00 was paid on that same day.
The patient’s father scheduled an appointment on 08/27/14 and received an adult cleaning.  He advised our office the patient would his $25.00 copay for the services rendered and asked that we send HER the bill.  To this day we HAVE NOT received any payment toward that outstanding balance.  We will honor his six month cleaning given his outstanding balance has been cleared and he/she plan to the pay the $25.00 copay at that time of service (as stated in his contract).
Our ULTIMATE goal is to help ALL of our patients be educated and assist them in continuing excellent oral health.  If for any reason they choose to seek the care of another General Dental Professional that is their choice.
Please see attached copies of the contracts and the transaction lists.
Thank You,
[redacted]
Office Mgr

We HAVE offered a resolution for this patient and her father as [redacted] stands by his commitment to providing quality dentistry to ALL of his patients; however, Mrs. [redacted] has refused and in addition, requested that we no longer contact her.  

Since this patient...

disputed the charges with [redacted] and [redacted], there has been several communications with her and them.  Both [redacted] and [redacted] favored [redacted] and verified the charges.  Each email she has sent to us, them and your business reflects altered amounts and figures. We feel it is obvious this patient has misinterpreted (whether intentionally or not) the agreement with our office even after thorough explanations and additional copies of her signed contracts have been provided as well as transaction lists showing charges, payments, and adjustments.

Our Signature Insurance Alternative Dental Plan (SIA) as well as all dental plans is a contract. This patient DID purchase and sign a plan for herself ($150.00) and her husband ($50.00/add one dependent) on 08/06/14.  The patient received a comprehensive oral evaluation, X-rays, cosmetic consultation, cancer screening, and an adult cleaning on that same day for her $25 copay (totaling $225.00)

.

On 08/13/14 the patient advised us she would be seeking/shopping her dentistry elsewhere (stating the fees were less expensive) but wanted time to decide for sure for personal reasons.  On 09/04/14 the patient contacted our office and requested a refund of $50.00 for her husband’s membership fee.  He had not been seen in our office and was not an established patient; therefore, we obliged and issued the refund check of $50.00 which was promptly cash.  That being said, his SIA membership was null and void.  In the end, the patient paid a total of $175.00 and is eligible for her six month cleaning for the $25.00 copay and has been clearly informed of this.

 

The patient, as her father’s representative and personally and financially responsible for his account (as indicated on his patient forms) signed and purchased SIA on his behalf for $150.00 on 08/11/14.  He received a full set of x-rays, a comprehensive evaluation, periodontal charting, cosmetic consultation, and a full mouth debridement for the $25.00 copay.  The total of $175.00 was paid on that same day.

The patient’s father scheduled an appointment on 08/27/14 and received an adult cleaning.  He advised our office the patient would his $25.00 copay for the services rendered and asked that we send HER the bill.  To this day we HAVE NOT received any payment toward that outstanding balance.  We will honor his six month cleaning given his outstanding balance has been cleared and he/she plan to the pay the $25.00 copay at that time of service (as stated in his contract).

Our ULTIMATE goal is to help ALL of our patients be educated and assist them in continuing excellent oral health.  If for any reason they choose to seek the care of another General Dental Professional that is their choice.

Please see attached copies of the contracts and the transaction lists.

Thank You,

Office Mgr

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The information that Signature Smiles continues to send is false and inaccurate. They have NOT attempted to resolve the matter. I originally was told by [redacted] that if I chose to go elsewhere for treatment i.e.: crown etc, they would make the "contract" null and void as they would not "share patients." I was only offered a $50.00 refund for my husband's treatment since he had never been seen.However I still had a cleaning left and so did my father. I have asked for a refund on several occasions $100 for my husband's and my plan and $75.00 (or $50 since she claims I owe her $25.00) for my father's plan, but they have refused to send one. Instead they have taken time to continue to dispute and make me a very unhappy patient/customer. I will not be happy and this situation will not be resolved until they offer the refund I have requested for services that were never rendered and for them choosing to discontinue services for us getting a second opinion from another doctor and having another doctor complete treatment for my father's crowns. I do not know if Jeri Klien is intentionally lying or if she truly forgot that she said we could no longer be seen for cleanings because they would not and I quote, "share patient". but the fact is that they have made us extremely uncomfortable and we are not able to trust this office or the staff due to this communication error. I would like a refund. I initially did have the numbers confused, but have since read what I paid and understand and still stand fully that I am due a refund for the two cleanings we were charged for, but were never rendered. It's simple, refund me the money that we are owed due to services never being rendered and I will let the issue go. Instead, Mrs. [redacted] wants to continue to argue the small refund. Extremely poor business management. She rather have a very unhappy patient who shares her experience with others than to refund the money which is owed and be on our ways. I have asked Signature Smiles to not contact me any further UNLESS it was to reach a resolution and they would issue a refund. Otherwise, it is a waste of my time and theirs. 

Regards,[redacted]