Terrible front desk and disorganized billing department. I have been going to this dentist for about 15 years now. They got a new office location and pretty much everything went downhill from there. My whole family left because of their disorganization and lack of communication. However, I stayed as I have never encountered any issues. Until now...
I went to the dentist for a normal cleaning. About a month later, my sister gets a bill statement that was sent to my fathers house that is for a service that I received. When calling the dentist to clarify the issue, not only does the front desk have a lack of communication skills but they do not care to assist or contact the insurance directly. The office claims although the bill was mailed and marked under a different insurance and patient name - this payment was processed and billed to me. I then call Aetna who confirms the bill was approved, processed and paid. When Aetna decided to contact the dentist directly to inform they had paid the bill - the first call was advised they the did not know the office/ doctor they were calling for. The second time my insurance called with me on hold. They stated that they did not send a bill; however, it was just a pending balance until the insurance pays.
My bill clearly states this is the TOTAL AMOUNT due and right underneath it states if this is not paid within 90 days it will be sent to collectors...
Ok next lie.
The final conversation was with the dentist wife. Thank god, her communication skills are little better since she actually cares about the business. She states that due to Covid, her new procedure is to bill the patient and then have the patient deal with the insurance directly and get reimbursed. Strange because I have never dealt with this type of business with any other doctor offices.
First of, communicate to your clients that this is how business will be done.
Second, if this is your new process than why was I AND my insurance billed? I can't get reimbursed from my insurance if you are requesting payment from both of us.
Oh and to top it off, when I spoke to the front desk and I asked since you billed both of us (Aetna and I) are you going to give me my money back once you receive payment from my insurance. I was advised NO with an attitude.
Your staff can make or break you. And unfortunately, I do not think this staff / billing department reflects Dr. Herrmann's work ethics. However, due to several of disorganized and miscommunicated issues between 5 different family members and their staff. I can no longer recommend him as a dentist. read more