The Bad:
My dental insurance covers 2 standard cleanings per…read moreyear, x-rays, and 50% of covered services.
On my first visit with Dr. Sara Helmi they setup my treatment plan which involved first of course taking care of the most pressing but expensive issues, a Crown and a deep cleaning. They grinded down my tooth so it would fit the crown and put on a temp crown while I waited for the real one to be made. They told me my insurance only covers a regular cleaning, so I had to pay the extra for the deep cleaning. I had the deep cleaning part done, but they said it was too late to do the regular cleaning so to setup another appointment. I paid for the deep cleaning and crown, over $800 for my half of the crown and the additional for the deep cleaning which insurance didn't cover. Was told the rest of the cleaning is free, as that is regular cleaning covered by my insurance.
The temp crown broke within a week, but no pain so I waited it out. The new crown came in, I went in to have my cleaning and then have that put on.
I get my cleaning done, hygienist does a great job. Time for the crown, A new Dentist is there Dr. Jabri. He puts on the new crown. I leave. I was told no charge, which makes sense given insurance covers 2 cleanings a year and this is my first, and I already paid for the crown.
New crown wasn't on perfect, had to go back once to have it shaved down, but this isn't a big deal and not his fault at all.
However the issue comes in when I start getting billed $87 for the cleaning. I have insurance, it covers 2 cleanings. I call Tru Family and I'm told it must be an insurance thing, they will reprocess. They never follow up. I get another bill, I call again, and they say insurance isn't covering it. (they had already covered half of my crown, so they are accepted I explain).
I call my insurance, my insurance says they are accepted for Dr Helmi, but Dr Jabri never did what is necessary to get credentialed with them, so my cleaning isn't covered by them and that the dental office should have informed me prior to providing services.
Since they switched Dr's between my temp crown and deep cleaning (without regular cleaning), and my regular cleaning and actual crown, they went from accepting my insurance, to not accepting my insurance in the middle of services being provided, and did not tell me this at any point. Now they expect me to pay for a service they had told me was covered by my insurance on my initial treatment plan and continually are billing me for it, all because they didn't have the time to complete the deep cleaning (which I paid for) on my first visit.
The Good:
I don't want to complain about the service, the deep cleaning was great, the cleaning itself was great, the Dr's were both kind, and hygienists all seemed nice and qualified, the crown seems to be holding up well. However the business aspect is being handled terribly, I have a right to know before service whether or not I'll have out of pocket expenses and what they'll be. I'm fairly certain this is now Illinois law for that matter. So overall I will not go back, no one wants random bills out of the blue for services that should have been covered when they agreed to have them done.
