My daughter was referred to Elko Dental Specialist for wisdom teeth removal by a sister dental office, 7 Day Dental. The whole process was very quick. Dentist on Monday, call for consult on Wednesday, consultation on Thursday and scheduled for the surgery on Friday. My ex husband took our daughter to the appointments, however I have the insurance coverage through my husband. His company was just bought out so we are new to using this insurance. I spoke with Elko Dental Specialist over the phone about the cost of the surgery. She explained that there was $100.00 to make appointment and another $277.00 at time of surgery. This was the "estimated" amount that would not be covered by my insurance. I had asked if I needed the codes and needed to call my insurance. She said I could, but they had already called and this was the "estimated" amount. She never gave me codes. I did not call insurance.
My daughter had procedure. All went fine. The next week she was having some complaints. So I called the office, they told me to bring her in. Her uncle took her out of school and took her in, they told her there was nothing they could do because the Dr. wasn't in. I called and voiced my frustration that she missed school when they were not having the correct person look at her stitches.
The bill came....it was huge and didn't show insurance payment. I called insurance. There was an issue with Dr. in their system. I was told not to worry, it would be resubmitted and paid. I wait. I get another bill. I call insurance again. They explained that they do NOT cover all by $ 377.00 its more like all but $900!!!
I call Elko Dental Specialist, I explain what is going on to the receptionist. She passes me to the billing specialist. This woman came on the phone with attitude from the get go. She kept talking over me and telling me it was my fault because they told me it was an "estimate" and my ex-husband signed. Never a sorry. Not any offer to discount, payment arrangements nothing. I became very angry, and admit I was yelling back at the lady. At one point I told her I didn't see in the fine print where she could f*ck me over. After getting no where, I hung up. I called back and asked for manager. I was told she was busy and would call me. Then the billing lady called me again and said manager was out for 2 weeks. We talked a little more productively this time. She said she couldn't help me until insurance made payment, at that time she could look at discounts. I explained I would be out of country and would not have my phone on. She could leave a message or I would follow up when I returned.
I had no messages, however, my insurance sent record that they had made payment. I called today and was told that the billing lady was out but that she (Stephanie) could help me. As soon as I gave my daughters name the attitude started. (Pretty sure there were nasty notes about me!) I tried to explain the situation and again I was told how wrong I was and it was an "estimate". I explained that if I had an appointment and called and estimated I was 5 minutes late, but showed up 2 hours later would they have held the appointment? I gave an estimate! To me this is the same. When you say it is estimated $377 I expect you are within $100. Not that my bill is going to be $904.00. She didn't seem to care, she just wanted payment. I told her I was dissatisfied with the customer service and I would give bad review. She told me I couldn't do that because it was an "estimate". I explained I would pay the bill but I would be posting bad review, that is within my rights as consumer. She told me they had excellent customer service rating. I told her I doubted that and in elko people don't have many f*cking choices. I then paid the balance of the bill. The manager Stephanie then asked if my daughter had follow up, I told her I would not be returning and she told me I was not welcome then hung up on me. My suggestion...go out of town for oral surgery. read more
