I am truly shocked and disappointed at how unprofessionally and distastefully Rhina, the office manager, has handled my situation, but not surprised in the least to see similar complaints from others.
Always run your bill by your insurance when dealing with this place BEFORE you pay, and don't go here if they are out of your network because they will work the system and charge you for whatever they can get away with.
Dr. Kevin Otto referred me to Dr. Beppu's Advanced Endodontic office Dec 2013 for an exam. I originally didn't want to go to this office because I knew they were out of my insurance's network (Aetna), and knew it would be more expensive, but was told by Dr. Otto that they would work with me financially.
The exam was brief, I was told that everything looked fine, and after checking out at the front desk, I was waved out of the office with no bill. On Jan 2nd, I got a bill for $358, which included TWO exams for $106 each. Two agents from Aetna told me it was probably a mistake to be billed twice.
I spoke to the office manager at Dr. Beppu's office, Rhina, who told me that the bill stands as is, and the reason that I'm being billed twice is because they looked at two teeth. Rhina said that she doesn't know how other offices do it, but at theirs, they charge per tooth for exams, unless the teeth are on the same side of my mouth. I asked if they would be willing to work with me financially, and explained to Rhina that I went to their office under that impression, and was denied.
I called Aetna back, and was told that it is not standard to charge for two exams. Unfortunately, they said they couldn't do anything about it because Dr. Beppu is not in their network, but that I should take this up with the dental insurance board.
After talking to the dental insurance board, I called Dr. Beppu's office (multiple times) asking for a signed treatment plan that shows the services and fees. I never received a response.
I was out of town after that for two weeks, and came back to a call from a collections agency for $375 from Dr. Beppu's office, and no signed treatment plan in the mail. The collection agency said if I were disputing this with Dr. Beppu's office, they would be able to reimburse me.
I was at a loss, so I called Dr. Otto's office on 4/16, explained the situation, and was also told that it isn't right to be charged twice for an exam. I was told by Katherine, the receptionist, that Rhina claimed that I was making no effort, they never heard from me, and that they called me many times, but it would ring and ring and then disconnect.
I immediately called Rhina, and was appalled by what she said to me. When I said that if they tried to call at a certain time that I had been out town for two weeks, she laughed and told me that just because I go on a vacation doesn't mean my bill just goes away. I was told that they never heard from me, and that I was never told I would be sent a treatment plan because there wouldn't have been anything like that. And she told me that the only reason I was calling at that point was because I had been sent to collections. I was told that I was fully aware that I wouldn't be covered for anything before I came to them, to which I explained is different than being fully aware that they are out of my network.
She eventually said she would talk to Dr. Beppu after he got back from being out of town to see if he feels like he would want to reimburse me for one of the exams. Two weeks went by with no call back, so I called back again and was quickly and simply told that Dr. Beppu doesn't see a reason to reimburse me for the extra exam.
After more phone calls to the dental insurance commissioner, and an attorney's office, I was told that because they didn't have to go through insurance to bill me, that they legally can bill me how they want to, but that it is not ethical and would have been denied by insurance if I would've had them to vouch for me.
I am now taking further action because of their lack of understanding, and unethical service. I also have printed off my phone records, which show 7 calls that I made to this office from 2/18 to 4/16.
This is the first time I have ever had to write a negative review, but I am VERY disappointed that I was talked into going to this office under the impression that they would have helped me out financially, but just the opposite has happened.
I wish I would have known before I even sat down in a chair that I wouldn't have been covered for anything, and that I would have been paying out of pocket for two exams, and feel it is the job of the person behind the desk who takes care of the billing to know these things at the time of service. read more
