Buyer Beware: Get EVERYTHING in Writing Before Agreeing to Treatment…read more
I never thought I would be writing a review like this, but after my experience, I feel other patients deserve to know what happened so they can protect themselves.
In August 2025, I paid $2,387 through CareCredit after being presented with my treatment plan and financial estimate for a tooth extraction and implant. I relied on the financial information provided by the office when deciding to move forward with treatment.
Months later, after my implant treatment had already been completed, I received an unexpected phone call informing me that I now owed an additional $570 because the office claimed MetLife had originally told them my implant would be covered, but later denied the claim since my tooth extraction had been completed under my previous insurance (Aetna).
When I asked for the representative's name, reference number, or any documentation from the insurance verification call that supposedly confirmed my coverage, I was told they did not have any of it.
As someone who works in Patient Access within Surgical Services at a hospital, that immediately raised concerns for me. In my profession, insurance verification is documented with the representative's name, reference number, date, and details of the conversation. That documentation protects both the patient and the provider. If there is ever a dispute, the insurance company can often locate the recorded call using that information.
Here, I was simply told to trust that the insurance company gave incorrect information, but no documentation could be provided to support that claim.
What disappointed me even more was being told that I should direct my frustration toward the insurance company rather than the office. I disagree. While insurance companies certainly make mistakes, I also expect a healthcare office handling thousands of dollars in treatment to maintain complete documentation of insurance verification before asking a patient to proceed.
If the verification was documented properly, there should be evidence of who was spoken to and what was said. Without that, how is a patient supposed to determine what actually happened?
I also requested copies of my treatment plan, insurance claims, Explanation of Benefits (EOB), denial information, payment history, and insurance verification documentation. I was told these records would be sent to me, but I never received them. When I attempted to follow up, I was unable to speak with the same billing representative again.
This experience has left me questioning the level of financial transparency provided before treatment. Patients should never have to wonder months later whether the amount they were told to pay was actually accurate.
My advice to anyone considering treatment here:
* Ask for copies of your treatment plan and financial estimate before signing anything.
* Request written documentation of insurance verification if your treatment depends on insurance coverage.
* Ask detailed questions about what happens if insurance later denies the claim.
* Keep copies of every document and every payment you make.
I sincerely hope my situation was an isolated incident, but I believe patients deserve complete financial transparency before making decisions involving thousands of dollars. I am still waiting for documentation explaining how this balance arose before I can determine whether the additional charge is justified.
