First red flag it took me contacting this office 6 times before I could get an appointment, 3 times…read moreI sent request through their website and 3 times I called. When I told them I made 5 prior attempts to make an appointment they just responded "oh". When I came in I was standing at the locked door at 8:55am for my 9am. I woman came up, I told her the door was locked, she said why is the door locked my appointment is at 9am. I said mine as well. 6 people entered when they unlocked the door, they were all checked in, except me. Understandable cause I was a new patient. They asked for my DL & insurance card, then told me there was a difference on my birthdate and if I didn't call and clear it up I would have to pay the full amount. So I called, I cleared it up, and when I told them someone in their office was also calling to verify. So I am thinking I am not paying the full amount after all that. The dentist repaired my chipped tooth, he was kind. When he took me to the desk to pay, she said $282. I was taken aback, I asked how much it was and how much the insurance paid for and she said it was $408 and the insurance pays for 80%??? $282 is 70% of $408??? Make it make sense, the math is not matching. Then I asked for some tooth floss. She told me the tooth floss was "on the other side" and they didn't have any. Then asked me if I wanted to get my teeth cleaned. I was like might as well if that is the only way I can get free tooth floss and I am already here. I asked how much the insurance paid for teeth cleaning. She said 100%. So go back and the assistant starts poking around at my gums, sticking me until it hurts, this happened at least 5xs. Then tells me I needed x-rays prior to the cleaning. They already took one x-ray of my chipped tooth. I was adamant that I didn't want any more x-rays. I have a broken wrist and I have been getting MRIs, X-rays, and CT scans over the past six weeks and I didn't want anymore radiation exposure. She was going on & on, about insurance needs x-rays and she can't clean my teeth without them. So she did 4 more. The dentist came in and was poking around my gums without hurting me one time. Then they said I needed a deep clean, and they needed more x-rays. I said NO! They didn't clean my teeth, they sent me back to the desk to make another appointment and I then asked again for the tooth floss, this time they went to the other side to get it.
When I received my explanation of benefits from the insurance they only billed for $282, not $408.
So I called yesterday at 12:48pm and spoke with Susana when I asked to speak with someone in financial. I was told I would get a refund check to pick up at the office when they get paid. During this call a person was rudely interrupting saying everything was explained to me about the billing at my appointment, which is a lie. She also said I didn't get my x-rays cause I didn't want to pay for them, also a lie. I kept asking who is that? Who is speaking? Susana was avoiding answering me, and finally said after me repeatedly asking who is that other person on the phone, she said the office manager. I said what is their name? She said Ariel. I told them I did not like her tone, and I hung up.
Who puts someone talking about finances and billing on speaker phone? What kind of ignorant behavior is that from an "office manager"? I later got two missed calls from the office and a text saying they had a refund check for me.
I feel bad for the dentist, because he was nice and polite, but he needs to hire a new office team, because they are unprofessional, unorganized, rude and ignorant. No one should have to put up with that. And what kind of place makes you pay full amount up front when they have already verified your insurance. WORST DENTAL EXPERIENCE EVER. Today I called them and asked to speak with the manager, Susana answered the phone again, said they were not available and mentioned the check. I asked for the manager to call me. Her response was "I don't know why, she is going to tell you the same thing." I said this is about the call yesterday and she says "that was the manager" as if she doesn't owe me an apology. I highly doubt anyone is going to follow up. Just rude!
