Dr. Perman was excellent and took great care of me on short notice, so this review is not based on his services. It's a shame the back office support doesn't match the dental service. If I could give negative stars, I would. Ruby (Billing Manager) and Yvette (Practice Manager) are two of the most incompetent individuals I have ever worked with in the back office.
My services were performed on August 9th, 2024. I was not notified there was a billing issue until April 21st, 2025. I had dual coverage at the time of services, so I know for a fact I have plenty of coverage to handle the claim. My referring office was able to get me in on very short notice (30 mins) to get to their office, so I was not prepared (literally no identification or payment method with me). They worked with me on getting services completed, and I promised to call them with a CC as soon as I got back home; their offices closed at 5 p.m. I called around 4:50 p.m., and no one answered, so I left a message. I was expecting a call for a deposit payment, and it never came.
Months go by, and I receive an email from Ruby on April 21st, 2025, basically telling me I have a balance of $2225 and my account is "VERY past due". My first question to her was, "What took so long to notify me there was an issue?". I figured it has something to do with the dual coverage, so it should be simple, right? Yeah, no..in my corresponding emails with Ruby, her tone insinuates I am trying to defraud the practice in some way. I asked that Ruby provide me with all of the documentation, and I will contact both carriers directly and see where I can assist.
May 15th, I contacted both carriers; one carrier needs me or Canyon Ridge to answer 6 questions from the EOB, and the other needs the EOB from the other carrier, simple enough. I emailed Ruby back with this information, and the first sentence in her response was "As I stated in the first email this account is VERY past due." Once again, the tone of the entire email was unprofessional and accusatory in tone, and this time, I request to speak with her manager (Yvette). As expected, Yvette didn't call me on May 15th. I did call her and left a message as well with no return call.
On May 16th, I spoke to Yvette. The purpose of this call was to understand why Rudy was sending emails in her tone and what needs to be done to clear this issue up. Well, to my surprise, Yvette carried the same tone as when on the phone. "We don't have dental cards or ID for you, nor did we get payment, and we don't know which is the primary insurance". I pause her there, all of this is regarding dental cards and the declaration of which is my primary carrier (my job insurance is primary btw), which they had correct. Our 1st conversation ended with Yvette threatening that if I don't provide dental cards by the end of the day today, they would pursue additional actions. This was the first time, In the more than 11 email exchanges with Rudy, not once was my dental cards requested, maybe it's a poor assumption on my part, I would expect my referring practice to provide that information, but it was not provided. I asked Yvette the same question, What took you so long to request that information, CRICKETS, no answer from her.
Within a matter of minutes, I emailed Rudy one dental card I have saved and called my other carrier to obtain the other, since my coverage had lapsed in 8/31/24, my card was not available. However, I did have a declaration of insurance page, and I emailed this information to Ruby. I then make my 2nd phone call to Yvette to let her know this information was sent to Ruby. This conversation went sideways as well, because by this time, I realized I was dealing with a back office of incompetent individuals. Rudy threatens to hang up the call after I call out all the at least 10 opportunities her team had to avoid getting to this point. I told her to disconnect the call, and I will ensure others are aware of how this was handled. read more