This is a story about a dental office who has no respect for their customers if an issue arises.
We were new patients who moved here needing sealants for our daughter. The office suggested we schedule 2 separate appointments within 3 weeks of each other as new patients (get the sealants done first and then the cleaning 3 weeks later). They never told us it would be 2 separate full exams each time.
As we know, the golden rule is that insurance only pays for 1 exam every 6 months for our kids. The staff said the sealant appointment would be only for sealants, and all else would be done at new patient/cleaning. The Burg staff in no way disclosed they would charge for 2 exams in 3 weeks.
The Burg staff made it seem almost like it was a benefit to have to come in twice instead of once, as they could "get the sealants done sooner." Had they said a full exam was required to do sealants per their company policy, and we'd do 2 exams in 3 weeks, I would have said no, let's clump it all together, of course. Common sense.
As expected, insurance only paid for 1 exam (1 exam I had no idea we were charged). The staff said we had to pay cash for the other exam and it was our fault we split the appointments in two.
When I said we would have come in for just 1 appointment (new patient, cleaning and sealants all at once) to avoid that extra charge, and I asked "why didn't you tell us we'd be double charged?" The Burg office manager started smirking.
A obvious smug smirk, like she thought it was amusing. The manager said "it's your responsibility to do the research before an appointment, it's your insurance."
Burg confuses insurance coverage questions for their own internal billing policies. I'm sure had I called Delta Dental in advance to ask about sealants, the insurance would have had no clue that Burg requires a full exam before sealants. No, I don't think Delta Dental knows that.
Burg staff implied the parent is responsible to know that Burg requires a exam before sealants. I think very few parents know sealants = full exam, or even think to ask something that they don't know.
But I was expected to know and understand their internal dental office policies. Quite bizarre. They were clear that it was in no way their responsibility to give us a heads up that sealant appointments require 1 exam, and cleaning appointments require 1 exam (so if done 3 weeks apart and not altogether we'd be charged for: 2 exams + sealants + cleaning).
I was supposed to "do my research" and know exactly what is going to be charged line by line - for each procedure. It was made clear it is NOT their responsibility to look at your dental chart and give you heads up on conflicting procedures to make sure the patient isn't unnecessarily paying out of pocket for overlapping procedures.
Again, we were pressured to make two separate appointments as it would "get them in sooner. " I would have much rather waited 3 weeks, and been charged for only 1 exam. I should have known, according to them, to interrogate them about double charges in advance.
They have lost our business. We are currently transferring to a new orthodontist as well. Burg has a sign hanging at the front desk that lists core values, including "compassion." Laughable.
It is apparent Burg doesn't live by their core values, and devalues customers.
The constant smirk and righteous look from the staff member was a red flag that they have no responsibility to patients, or reviewing patient records to do what makes most financial sense for the patient.
The manager refused to have a conversation about both points of view. She was right, we were wrong. It was classic black-and-white thinking, and all blame on the customer. This is what makes this (force listed as 1-star) but truly a 0-star review for Burg. read more
