The Smile Center

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I accept the apology that was submittedHowever, until I receive a current EOB from Metlife Military Dental Insurance stating that the said charges have been paid, I don't consider the issue closed just yetI understand that this process can take some time and I appreciate The Smile Center for there resubmissionI will keep in touch and once I receive said documents from Metlife I will inform you when the issue is closed Regards, *** [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I was limited as to the type of complaint I had with The Smile CenterThe first complaint was the issue of having me receive the original x rays so I can bring them to another DentistThey say that is not possible due to the xray unit they haveIf that is true I guess I have to accept thatThe other complaint I have is how Dr K [redacted] handled things and his attitudeI agree with Erica stating Dr Kent said that he would not be able to do any repairs but she omitted to mention that he referred to my partials as "garbage" that I had in my mouth and did NOT mention anything about replacementsThe falling incident by Dr K [redacted] DID in fact happen and I can understand the Dental Hygienist siding with the doctor that it did not happen out of loyalty or job protectionThere was an assistant in training that the Dental Hygienist said was "shadowing" herIf she is no longer there I'm sure she would state there was a falling incident by Dr K [redacted] If she is still there she might need to protect her job as wellOn following the same path as last response, they might say that there was not anyone else in the exam roomI know this is a case of she said they said but would like this complaint on recordI don't like being called a liar and have no reasons to make up the doctor falling storyI can only go forward to the next agency Regards, [redacted] ***

*** *** got approved for braces with *** from March 1, through March 1, that Is a total of months of which she missed months, Oct 2011, Aug 2012,
June 2013, July 2013, Nov Dec and March 2014, A month before the authorization was expired *** *** gave the patient the option of having braces removed and Impress for retainers or that she cud continue with braces and she would have to pay out of pocket she stated that she was going to think about It and give us a call to schedule next appointment,
..,;,;••
*** than went on to call *** himself to find out if they could extend her authorization he said that we need to call *** to find out what we needed to do in order for that to happen, then *** called *** and was told that If the provider procedure manual states that If the authorization expires or the patient turns years of age, the patient will have to pay out of pocket if the patient was not satisfied, Here are two ticket number for the times that I called *** *** *** *** *** ***
*** gives a cookie cutter time frame of two years for all casesIt is known, however, that not all cases can be completed in yearsMany factors play into this equationSome of which include patient compliance*** had missed a total of appointments which has caused a delay in her treatmentHowever, even without those Issues, a case can be more complex, and in her case, it was a complex case that takes longer to provide a satisfactory resultOur only intention Is to complete the case to an esthetically pleasing final result,
We did everything we could to extend coverage as Iong as possible, however *** does not often comply to requests and is vary resistant to make any such accommodationsIt is not our intention to extort any kind of money, as the price we charge per adjustment is the *** price, which in reality, only covers cost of materials and time,
If you have any questions or need further Information please contact us at *** *** we will be
more than happy to assist you. , •
Thank you

The dentist at this location is very rude I tried to speak with her about it and she did nothing but dismissed meShe is very rude and I would not recommend anyone go to herI was speaking with her and she just walked away to "go post pictures on Facebook" this is what she told me I could not believe how rude she was I payed extra for my dental insurance just so I can go to this women and this is the service she provides me with I couldn't believe itI will never return

My name is Erica I*** and I am the Clinic Administrator at the Smile CenterIam writingin regards to a complaint filed by *** *** ID Upon review of ***record it seems as though we are still in possession of Mrs*** prosthesis as her case was puton hold in our
office as of 11/6/due to an outstanding balance still owed by the patient on thaiprosthesisOn that date during a conversation with employee Amanda P*** Mrs*** wasaware of her balance and stated she was attempting to see if we waited until to insert theprosthesis, if she would then be able to pay the balance in using flex spending benefits.She told MsPost that she was going to call check with her Ilex spending account to see if that waspossible and call us backWe never heard back from Mrs***At no point during our officecontact with her in did she ever make mention or claim that there were "unethical hygienepractices" by our doctorThe delay in inserting the prosthesis was due to finances only.Due to the fact that the prosthesis is still in our possession, our office will agree to accept theprevious payment amount totaling $to cover a portion of the lab costs and Drchargesassociated with the making of this prosthesis.If you have any questions or require additional information, please feel free to contact me givingthe information provided above.Sincerely.Erica I***Clinic AdministratorSmile Center

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I was limited as to the type of complaint I had with The Smile Center. The first complaint was the issue of having me receive the original x rays so I can bring them to another Dentist. They say that is not possible due to the xray unit they have. If that is true I guess I have to accept that. The other complaint I have is how Dr K[redacted] handled things and his attitude. I agree with Erica stating Dr Kent said that he would not be able to do any repairs but she omitted to mention that he referred to my partials as "garbage" that I had in my mouth and did NOT mention anything about replacements. The falling incident by Dr K[redacted] DID in fact happen and I can understand the Dental Hygienist siding with the doctor that it did not happen out of loyalty or job protection. There was an assistant in training that the Dental Hygienist said was "shadowing" her. If she is no longer there I'm sure she would state there was a falling incident by Dr K[redacted] If she is still there she might need to protect her job as well. On following the same path as last response, they might say that there was not anyone else in the exam room. I know this is a case of she said they said but would like this complaint on  record. I don't like being called a liar and have no reasons to make up the doctor falling story. I can only go forward to the next agency.
Regards,
[redacted]

To Whom It May Concern:My name is Erica I[redacted] and I am the Clinic Administrator at the Smile Center. I am writingin regards to a complaint filed with your business by [redacted]. The entirely of this claim isfalse. Ms. [redacted] was seen in our office on August 17, 2015 for an comprehensive exam,...

x-rays, anda cleaning with one of our dental hygienist and Dr. Gordon K[redacted]. Upon exam it was noted by Dr.K[redacted] that Ms. [redacted] has existing partial dentures on the upper and lower that are more than 12 yearsold. Ms. [redacted] was complaining of a "food trap" and chipped teeth on her lower arch. Dr. K[redacted]reviewed with patienl the causes of her concerns and advised Ms. [redacted] that we would not be unableto "re build up" her teeth as she was requesting as they would just re chip as the partials are nolonger fitting correctly. Dr. K[redacted] advised Ms. [redacted] that due to the ill fit, age, and design ofhercurrent partial we would be unable to fix them and that they would need to be replaced if shewished to change her current situation. Upon review of the chart there is no note of the patientneeding any filling as described by the patient. The recommended follow up for Ms. [redacted] was a 6month cleaning and exam. If patienl wished to have new partial dentures made we would be ableaddress that in our office as well. Addressing the issue of Dr. K[redacted] "falling to the floor clawing andhanging on lo the patients arm as he went down" Both Dr. K[redacted] and the dental hygienist denied thatthis ever tooth place. The Hygienist stated she would have noted any abnormalities in theappointment had there have been any incidence. Both the Dr. and Hygienist stated the appointmentwent smoothly and there was never any complaint from the patient at the time ofthe appointment.I would now like to address Ms. [redacted]s complaint regarding her dental x-rays. Ms. [redacted] Statesthat her "insurance company paid a lot of money for these x-rays done and only pays every threeyears". It is true that her insurance only covers her panoramic x-ray once every three years,however her insurance company has not paid anything towards these x-rays as the patient had thesex-rays performed elsewhere in the past 3 years and did not notify us as such so the claim was deniedand insurance paid SO towards her panoramic x-ray ( I have attached a copy ofher insuranceexplanation of benefits to this letter as proof of such denial). Therefore leaving a balance that thepatient has promised to pay and has not yet paid to date for said x-rays. However even withoutreceiving payment for the services provided, Mr. [redacted] requested a copy of her x-rays and our officemailed her a copy of the x-rays in which she claimed is a photo copy. Ms. [redacted] then contacted ouroffice on October 22, 2015 and spoke with me directly stating we sent her a photocopy of her x-rayand she had re quested the originals. I explained to Ms. [redacted] during that phone call that our officeuses digital x-rays so there are no film x-rays like she may have been used to at a less modernpractice. I also explained to Ms. [redacted] that I could e-mail her a copy of her digital x-rays if shewould like. Ms. [redacted] did want me to do that and I emailed the x-rays while the patient remained onthe phone with me. At no point did our office ever fail to provide her with her x-rays upon request.With the information that you have provided to our office, the patients desired settlement was toreceive the original x-rays. Our office had provided her with those both on paper and through emailprior to her complaint with you therefore I am unsure what more I am able to do.If you have any questions or require additional information, please feel free to contact me giventhe information provided above.Sincerely.Erica I[redacted]Clinic AdministratorSmile Center

Thank you for bringing this matter to my attention. And please accept my apology that your earlier attempts to contact me were overlooked. We have reviewed the patient's file thoroughly, and determined: • We are in agreement that the initial billing was incorrectly sent to TRICARE Health...

Insurance.• A claim in the amount of $2,308 should have been submitted to the MetLife Military Dental insurance company.• That action was taken by our office on 11/13/2017.We sincerely apologize for the billing error, and are doing our best to resolve the issue promptly. Please note, however, that Smile Center dental practice has no control over the promptness with which Metlife Military Dental will process the claim. While our billing department is quite busy, be assured that we are in no way avoiding contact with the patient, as she, of course, deserves utmost respect and service. Ms. [redacted] is welcome to call or stop by our office at any time to discuss the matter. I trust this satisfies the Revdex.com complaint allegations. Please contact me if any further action is needed from Smile Center.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept the apology that was submitted. However, until I receive a current EOB from Metlife Military Dental Insurance stating that the said charges have been paid, I don't consider the issue closed just yet. I understand that this process can take some time and I appreciate The Smile Center for there resubmission. I will keep in touch and once I receive said documents from Metlife I will inform you when the issue is closed.
Regards,
[redacted]